Tier 1 Help Desk

Company: Dalechek Technology Group
Location: Saint Louis
Posted on: May 6, 2021

Job Description:

SummaryThe MSP Engineer Tier I applies professional principles, practices and techniques to the MSP team ensuring a high level of customer satisfaction. This role has responsibility of MSP Tier I ticket resolution, On-call rotation, and customer satisfaction.Essential Duties & ResponsibilitiesEnsure that all tickets are resolved within established SLA's.Escalate tickets as necessary to ensure customer satisfaction and proper metrics.Transfer knowledge to team members to ensure proficient ticket resolution.Assess issues and identify solutions to meet productivity, quality and customer goals.Proactively communicate ticket status, issues & risks to management to customer and management.Follow Dalechek policies, procedures, and methodologies.Customer site visits as needed for issue remediation.Participate in the afterhours on call rotation.Document all tickets thoroughly.Must have the ability to work with othersManages difficult or emotional customer situationIdentify and resolve problems in a timely manner while working in group problem solving situations.Can demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.Undertakes self-development activities and Seeks increased responsibilityFollows instructions and responds to directionOther duties as assignedExperience (Not all is required but must have strong mixture of skills)1+ years in Service Desk/Help Desk environment in a Managed Service Provider (MSP) environment preferred but not required.Computer Skills- Microsoft OS - Windows 7,8,10- Experience with installation and maintenance of computer software, hardware and peripherals.- Proficiency in MS Office Products is required.- Proven ability to become and remain proficient in all programs necessary to perform the everyday duties of this position.EducationDegree from University or Trade School (Or comparable industry experience)Technical training or related industry experience. MCITP, MCSA, CompTIA Network +, or CompTIA A+ preferredAbout Us Dalechek Technology Group is a client-focused technology partner based in Earth City. We work with our clients to determine how to put technology to work for them turning complex IT solutions into simple results. Associated topics: information technology analyst, information technology support, network, patient, service, support specialist, systems administrator, technician ii, technician iii, technology

Keywords: Dalechek Technology Group, St. Louis , Tier 1 Help Desk, Other , Saint Louis, Missouri