Service Desk Technician - Tier 1 (Hybrid Position)

Advantage Industries • Full-time • Columbia, Maryland, United States • $42k - $56k / year • 2d ago

We are seeking a skilled, self-motivated and, above all, customer-oriented individual to join our growing Service Desk to begin an exciting and challenging career with Advantage Industries, Inc.

****PERKS****

$$$$ Performance Incentives: Quarterly bonuses, commissions and we also offer employee referral rewards.
Hybrid / Remote schedule
You'll get to learn from your teammates and explore new interest areas.
We're a rapidly-growing company; you can advance quickly to other roles!
We focus on your work-life balance, including offering flexible work schedules.
Strong focus on team cohesion and supportive company culture.

Salary Range - $42,000.00 - $56,000.00

Job Description:
This individual would deliver the highest quality customer service, while they identify, troubleshoot, implement and/or maintain various aspects of our clients’ IT environments. As such, the ideal candidate will possess an excellent troubleshooting skill set, a high level of technical knowledge, and exceptional interpersonal skills.

You will be providing Tier I level support to clients, depending on their needs. We will rely on your support to resolve technical requests, incidents and problems, answer questions from clients involving their hardware, software, network and telecommunication systems. You will also be responsible for maintaining and updating documentation regarding client environments.

We are looking for someone who is dependable and finds it rewarding to participate on a high-achieving team. We are seeking someone who embraces new challenges by persevering until an optimal solution is reached for our clients. You should be adaptable, self-motivated and focused on developing creative problem-solving ideas to meet daily client requests. You'll be expected to work productively both independently and collaboratively with our enthusiastic team. You need to be goal-oriented and able to prioritize tasks. If an urgent situation is thrown at our team, we expect immediate responsiveness and efficient teamwork to tackle that situation effectively, as satisfying our clients promptly is our number one goal. We aim to support our clients by always exuding positivity, patience and calmness under pressure, reassuring them that we are confident about solving their problem(s).

Responsibilities:

Triage, handle and update incoming client requests with the use of a ticketing system.
Assist with scheduling technicians.
Install, monitor, troubleshoot and support client network infrastructure and equipment.
Work with vendors to troubleshoot and resolve client requests, incidents and problems as necessary.
Maintain client documentation.
Participation in rotational on-call support for limited hours outside of standard business operations.

Required Skill set:

Excellent communication and interpersonal skills.
Desire and self-motivation to learn and grow as a technician.
Ability to troubleshoot.
Basic network, hardware and software support knowledge.
Strong attention to detail.
Can easily adapt to working independently and engaging in collaborative teamwork.

Qualifications:

1+ year of experience working in a service desk environment.
Experience working in an enterprise Windows environment: AD, Microsoft 365, Windows 10/11
At least one relevant technical certification (CompTIA A+, Network, Security, ITIL, Microsoft, etc.) or related degree/background experience.
Experience with other Operating Systems (MacOS and Linux) is a plus.

Advantage Industries is a market-leading business that has a wide range of career opportunities. At Advantage, we seek out and reward the finest talent so that we can continue to provide the highest quality service and products to our customers. We work with commercial enterprises in the business market. And, we have worked alongside local, State, and Federal Agencies managing technology projects with focused attention and expertise.

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