IT MSP Company - Customer Service/Technical Assistant

Fast paced IT services company. We take a methodical approach to providing reliable technology support. Our primary focus is to work with our clients to understand their needs and determine the most efficient, cost-effective, reliable and secure solutions. We work to assess our client’s current environments and understand their needs. We design, architect, implement and maintain client’s environments in fashion, engineering, legal, financial, non-profit and professional services among other industries. Our goal is to increase productivity, improve security, reduce costs and provide the greatest level of service all while staying focused on learning about the most current technologies and how they can be applied to further the goals of the organizations we work with.

We are seeking a detail-oriented, thorough, and organized IT Assistant to join our growing team whose primary focus will be assisting the Service Manager and monitoring the schedules of the technical team. This role reports to the Service Manager.

What does the job entail?

· Receiving emergency and non-emergency calls, emails and tickets and record significant information.

· Reviewing timesheets, time entries, and tickets.

· Assisting with shipping and receiving of products.

· Providing technicians with information about orders, tickets, projects and requirements.

· Basic IT comprehension and knowledge is required.

· Entering data in ConnectWise and maintain logs and records of calls, activities and other information.

· Reviewing the support queue throughout the day to ensure tickets are being addressed and updated.

· Communicating with the clients to update them on the status of ongoing issues

· Developing skills to provide basic support like changing passwords and installing KIT connect.

· Assisting with maintaining appropriate client documentation

· Administrative Support: prepare documentation, assist with administrative tasks

Other duties may be added as defined

What are the skill sets, qualities and experiences required for this job?

· Able to plan, schedule, and effectively communicate with staff and clients

· Understanding of IT technologies and terminology

· Must have the ability to handle multiple tasks and priorities

· Must have a customer service-oriented attitude

· Must be detail-oriented

· Must have strong interpersonal communication and team-based skills

· Must have strong documentation skills

· Must have exceptional oral and written communication skills

· Basic knowledge of computer hardware, software and equipment

· Being a self-starter as well as a problem-solver

Applicant must have/be:

· Available to work full-time

· Professional and reliable

· Outgoing personality

· Ability to provide top level customer support

· Strong verbal, written and organizational skills

· Strong desire to learn new technologies

The following are not required but would be a plus:

· Experience with ConnectWise or similar ticketing system

· College degree

· IT Dispatching/customer service: 1 year