Managed IT Service Tier 1 Specialist
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Job Description
Job Description:
In your role as a Managed IT Help Desk Tier 1, your primary responsibility will be to provide technical software, hardware, and networking problem resolutions to DEX Imaging s Managed IT clients by performing question/problem diagnosis and providing remote support solutions in a call center environment. Your role will also require the setup and deployment of client hardware at client sites as well as any onsite troubleshooting required that can not be completed remotely. This position requires critical thinking, strong interpersonal and customer service skills, and the ability to work in a team-oriented environment.
Job Responsibilities:
Examples of key duties are interpreted as being descriptive and not restrictive in nature.
- Identifies, diagnoses, and resolves any assigned support requests
- Answer incoming service calls part of cell center queue, gather client information, and create support request within PSA system
- Provides one-on-one end-user problem resolution over the phone
- Assists in the configuration and imaging of end-user PC desktop hardware, software and peripherals
- Oversees timely repair of PC computer equipment covered by third-party vendor maintenance/warranty agreements
- On-going self-training to preserve professional skillsets required to perform job duties
- Provide after-hour support for clients during scheduled on-call rotation
- Assist in Managed IT Projects as instructed by Project Team Manager
- Assists in creating materials/documentation for end-user frequently asked questions (FAQs)
- Train users on network login, printing, accessing network shares, printing, scanning and software applications
- Maintain effective communication with other technicians and management with regards to events and changes transpiring at client sites
- Communicate with client at all levels from IT personnel to C-Suite and to understand business issues in context of IT issues
- Takes ownership of tasks and follows through to ensure complete resolution
- Takes a personal interest in, and responsibility for, quality of work performed, or work associated with
- Willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
- Provide accurate time estimates for how long a task will take to complete
- Understand that the success of individuals is measured by the success of their teams
Qualifications:
Excellent verbal and written communication skills
1-3 years experience providing IT support to end users
Managed IT Services experience desirable
Experience with administration of Microsoft desktops, Microsoft servers, Active Directory, Group Policy, Microsoft Office, and Microsoft 365
Experience leveraging PSA ticketing system and RMM tools for remote management
Certifications such as CompTIA A+ are desirable
Work Week Format:
Work Schedule is Monday through Friday from 8:00 AM to 5:00 PM EST in our Network Operations Center (NOC)
Remote Work Schedule varies based on scheduling and approval by Service Manager
Lunch schedule varies on team availability and is limited to one hour
Attendance to training or called meetings is mandatory
Mandatory on-call rotation schedule as required
As one of the nation s leading providers of document imaging equipment, DEX imaging not only sells and services the world s top-performing copiers, printers, and MFPs, we also provide an extensive range of on-site and off-site support services for clients who have specialized document production demands. We don't just offer service, we redefine it.
When you work with DEX, you're not joining a company...you are becoming part of a team, part of a family and part of a culture. We don't want you to work; we want you to work towards a better future. DEX imaging is dedicated to our team's growth and we pride ourselves on establishing long-term careers.
