Managed IT Help Desk Tier 1
Managed IT Help Desk Tier 1
Posted on :
05-04-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Description
DEX Imaging is a leading provider of document handling equipment and services with multiple offices and locations throughout the United States. We are the nations largest independent provider of office technology. We are the industry leader in delivering excellent customer service every time and we do this by hiring and training great people.
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 Imagings 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 teamoriented 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 oneonone enduser problem resolution over the phone
- Assists in the configuration and imaging of enduser PC desktop hardware software and peripherals
- Oversees timely repair of PC computer equipment covered by thirdparty vendor maintenance/warranty agreements
- Ongoing selftraining to preserve professional skillsets required to perform job duties
- Provide afterhour support for clients during scheduled oncall rotation
- Assist in Managed IT Projects as instructed by Project Team Manager
- Assists in creating materials/documentation for enduser 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 CSuite 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
- 13 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 oncall rotation schedule as required
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
