The IT Support Engineer position is a full-time employment opportunity with an MSP (Managed Service Provider). As a team member of the MSP, you will assist multiple accounts from the company location and your home offices (hybrid). This position assists end-users with technical support of desktop computers, applications, and related technology via phone and remote desktop tools. You will also visit sites and be the representative of the MSP. Professionalism and people skills are a must.

This position will transition into a consultant role after 30-60 days.

Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to end users via phone support. The position’s responsibilities require independent analyses, communication, and problem-solving. Work is performed with little supervision and requires initiative and judgment.

Requirements

• Associate or Bachelor's Degree in a related technical field
• Must have experience working for an MSP
• 7+ experience in an IT helpdesk, IT support role
• 4+ experience troubleshooting experience
• 1+ Active Directory
• 1+ years experience with networking and servers
• Experience assisting end-users with remote tools
• Office 365 and Azure experience
• Mac experience - Nice to have
• AutoCAD or Revit - Nice to have
• Communication skills (written and verbal) and interpersonal skills
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: the ability to match resources to technical issues appropriately
• Service awareness of all organization\'s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• US Citizen and willing to take a drug test and undergo a background check

Responsibilities

• Excellent communication skills and telephone manners.
• 1st line support - troubleshooting of IT-related problems from software to Hardware.
• Answer Service Desk calls, resolve issues via RDP tools, and document service tickets accordingly.
• Triage electronic tickets accurately with detailed notes
• Troubleshooting workstation, networking, and server issues remotely
• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress promptly.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Assists end-users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.
• Knowledge or basic understanding of Ticket Lifecycle and SLA.
• Escalate unresolved calls to the infrastructure support team.
• Windows OS, user profiles, backup and restore.
• Troubleshoot basic network issues - Work with Network Operations staff as appropriate to determine and resolve problems received from clients.
• Updating Asset Management.
• Mobile device support.
• Knowledge of Audio/Visual.
• Troubleshooting corporate printing.
• Works with procurement staff to purchase hardware and software.
• Assesses functional needs to determine specifications for purchases.
• Provide statistics for the weekly, and monthly Service Desk report metrics.

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 7 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Education:

• Associate (Required)

Experience:

• Working for an MSP: 7 years (Required)
• Active Directory: 4 years (Required)
• Remote Support: 4 years (Required)
• Office 365 and Azure: 3 years (Required)
• Microsoft Sysadmin: 3 years (Required)
• Network support: 3 years (Required)
• Microsoft Email administration: 3 years (Required)
• Mac Support: 1 year (Preferred)
• AutoCAD Or Revit: 1 year (Preferred)

Work Location: Hybrid remote in Centreville, VA 20121

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