Help Desk Technician 
 

The Service Team here is responsible for the day-to-day end user support for all of our clients. This includes (but is not limited to) support of client hardware, line of business applications, network health, and business continuity.  Our main goal is to provide best-in-class customer service to our clients.   

As the Help Desk Technician, you will be assisting in these overall responsibilities of the Service team. You will be the face of our company by fielding calls and support issues. At this role, you will be responsible for escalating issues as needed.    
 
We require: 

• At least two years’ experience of increasing levels of technical knowledge and exposure to the following technologies: desktop support and troubleshooting, networking, routing, active directory, and disaster recovery.  
• Technical certifications - Actually, we don’t require this.  We are more concerned about what you know than by your test taking abilities, but we won’t count it against you.   
• Focus on customer service - We are passionate about going above and beyond to provide our customers with excellent service. We expect you to be of the same mindset. 
• Demonstrated history of job stability – We invest a lot in our employees. We are looking for candidates who want a career, not a short-term gig.  
• Accountability: Do what you say you’re going to do when you say you’re going to do it.  
• Excellent written and oral communication skills. 
• Flexibility to work evenings, nights, and weekends - On occasion, we do require work outside of our standard business hours to accommodate client needs.  
   

Here are the things you need to know (also known as: what sets us apart from other firms): 

• You’ll work with extremely passionate, driven and experienced technical professionals. This means we recognize (and love) brilliance and hard work. 
• We are totally focused on learning, growing, and mentoring so that everyone can prosper in their careers and add value to MTS, each other, and our clients. 
• Relationships are important to us. We provide the highest levels of customer service and strive to always exceed our clients’ expectations. You will too. 
• We love collaborating and working together as a team.  You can expect company sponsored events at your location. 
• As we’re a small company that has worked hard to create processes and metrics to measure our success, you will be noticed. This means that when you’re doing well, will be noticed. It also means if you’re not working, we’re going to notice. 

Help Desk Technician Job Responsibilities 
 

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner. 
• Document in our ticketing system all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. 
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. 
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within our ticketing system and where appropriate our knowledgebase system. 
• Identify and learn appropriate software and hardware used and supported by the organization. 
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. 
• Follow all check lists for installation of hardware and software.  Contribute new checklists where applicable. 
• Perform post-resolution follow-ups to help requests. 
• Diagnose and resolve both emergency and chronic problems related to availability, security, performance, connectivity and overall functionality  
• Network detection, diagnosis, and assessment, monitor, document, and resolve issues in a timely manner  
• Escalate the ticket to Tier 2 with documentation reporting problem description and troubleshooting steps taken.  

Experience/Skills Required

• TCP/IP networking stack, switches, routers and firewalls  
• Peripheral devices, including network printers, scanners, etc.  
• Anti-Virus and malware protection solutions  
• Microsoft Office 365  
• Windows Server 2008/2012/2016  
• Cloud computing infrastructure  
• Strong troubleshooting skills  
• Excellent communication skills, both written and verbal  
• Ability to assume responsibility and ownership for work performed  
• Complete command of English language both written and conversational 
• ConnectWise Manage 

Experience/Skills Preferred 

• ConnectWise Automate and Control  
• Auvik  
• ESET Security Management Console  
• Cisco Meraki devices and alerts  

 
Want to join us? Are you our IT Guru? 
Send us your resume, and a note explaining why you are the right person for this job.