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Tier 1 Help Desk Technician – Owings Mills, MD – Full Time

Tier 1 Help Desk Technician

We are looking for an enthusiastic professional to join the KiteTech Help Desk Team.  The Tier 1 Technician is responsible for handling first level support of service requests.  This relates to all end user technology issues including: workstations, printers, email flow, and vendor specific hardware and software.  The technician also performs field service duties on client sites often at the direction of more experienced personnel.

What are we Looking for?

  • Outstanding interpersonal and customer service skills
  • Passion and self-motivation to operate in a highly independent manner
  • Strong analytical and problem-solving skills
  • Strong organizational skills with high attention to detail
  • Results-oriented

Essential Duties and Responsibilities

  • Meets scorecard goals related to efficiency, quality, training/development, and customer satisfaction
  • Completes assigned tickets in an expeditious and effective manner
  • Troubleshoots end user issues with PCs, applications, related peripherals (software, printers, and scanners)
  • Installs, deploys, and repairs hardware and software on client sites.
  • Escalates issues, as necessary, to higher level support personnel.
  • Communicates with clients as required, keeping them informed of ticket progress, notifying them of impending changes or agreed outages
  • Documents internal processes and procedures related to duties and responsibilities.
  • Performs assigned tasks in support of client projects
  • Enters time and expenses in ConnectWise in a clear and thorough manner as it occurs
  • Participates in the On-Call rotation as defined in Off Hours Procedure
  • Performs other duties as assigned.

Knowledge, Skills, and/or Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Basic understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: telephony skills, communication skills, active listening, and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment

Preferred Education:

Though certifications are not required to apply, KiteTech is looking for candidates who have demonstrated a desire to learn through higher education and accreditation programs.

  • Bachelors in Computer Science, Networking, Cybersecurity, or related field
  • MS-900 Microsoft 365 Fundamentals
  • SC-900 Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Net+
  • A+

Benefits:

  • Competitive salary based on experience and qualifications.
  • Health and dental benefits included.
  • Full on the job training & support.
  • Fun working environment and culture.
  • Great opportunity for advancement.
adam atwell

Adam Atwell

Cloud solutions architect

Adam is passionate about consulting with organizations across the country to help them develop and execute a cloud adoption strategy that meets their business needs and future objectives. Adam oversees and manages our company strategy for Microsoft 365 adoption and is responsible for future growth and development inside Microsoft 365 and other cloud technologies.