We are the leading managed service provider in the greater Washington DC metropolitan area. We are fanatically focused on being the best at what we do and delivering a level of service that shocks and amazes even the most demanding of customers. Our helpdesk engineers solve problems from simple to complex, from workstations to servers. You will be part of a small team of dedicated support engineers delivering high-quality, professional, personal, customer service driven support. You should be just as comfortable interacting with people as you are with technology.
This position is about 50% remote support and 50% on-site support at our clients locations. Primary responsibilities will include first-line support via phone and remote control tools, as well as on-site support for a wide variety of hardware, networking and software issues. You must never get flustered and have the patience to work the most difficult challenges from the most difficult clients.
In this position you will:
- Provide Remote support to clients via phone and remote control tools
- Drive daily to client's locations (travel expenses are reimbursed) to do things like setup printers and desktops, drop off and pickup PCs, configure wireless routers, install software, troubleshoot internet connections, etc.
- Create and update support tickets
- Accurately track your time in our ticketing system
- Be a gopher with a screwdriver
- Be resourceful and at times "Just figure it out"
- Be given the chance to prove yourself to move up to the next level
- Not be expected to know everything, but know how to find the answer
Basic requirements include:
- CUSTOMER FIRST ATTITUDE
- Resourceful when resolving difficult issues and situations both technical and interpersonal
- Able to communicate effectively both oral and written
- Knowledge of Windows XP, Vista, and Windows 7 and 8
- Knowledge of Microsoft Outlook or other Email Clients
- Wireless networking
- Printer configuration in networked and non-networked environments
- Reliable transportation
- Able to lift 50 lbs independently
Things that would set you apart from other candidates include:
- Windows server experience
- MS Exchange experience
- Router firewall configuration
- Unix/Linux
- Group Policy
- Managed Services Experience
- Helpdesk ticketing systems (Connectwise, AutoTask, etc.)
- Managed Services Software (Labtech, Kaseya, etc.)
You should be able to safely lift 50 pounds. You should be able to dress in a professional, biz-casual manner on a day-to-day basis. You should be able to work the occasional night or weekend. You should be willing to carry and after-hours pager, typically for a week every 4 to 5 weeks to handle after hours calls.
Above all, you should be someone our clients will fall in love with over the phone and in person when you're saving them from the perils of their IT woes.
The salary for this position is between $30,000 - $45,000, depending on experience.
