Help Desk Technician

Job Summary Reporting to the Service Delivery Manager, the IT Support Technician reacts to clients experiencing technical problems and will be involved in various activities, including basic and advanced incidents, change requests, and security response. The position is heavily focused on providing exceptional customer care and solving client issues promptly and courteously, IT Support Technicians work as a member of the support team in a fast-paced environment to ensure that clients' needs are met promptly and professionally. Most tasks are performed from the office using remote tools, but on-site work and project work at client offices in our service region is required occasionally and in times of emergency.Job Duties and ResponsibilitiesClient Contact and Problem IdentificationCreate tickets based on calls, emails, alerts and proactive discoveryAnswer incoming requests from clients and solve their issues live with a focus on first call resolutionMaintain a healthy ticket queue and communicate with clients to ensure the issue or request is thoroughly understood and prioritized effectivelyAssess the issue or request presented by the client, identify actual or potential causes, and assist with remediationCommunicate appropriately with clients and provide valuable updates on their ticketsIdentify trends to mitigate potential widespread issues or prevent reworkEscalate issues appropriately within the Support teamClient Assistance/Problem ResolutionAssist team members with keeping the overall ticket queue healthy and under controlPrioritize work appropriately based upon urgency, importance, the time required, etc.Follow the core ticket procedures to ensure a consistent response is given to each incidentAdd, remove, configure, deploy, and support user accounts, mailboxes, computers, and mobile devicesAssisting with adding, removing, configuring, deploying, and supporting servers, networking equipment, and other infrastructure Assisting with installing, configuring and supporting client-server software for a variety of platformsProvide remote and occasional on-site assistance for client equipmentDiagnose hardware and software issues on a variety of systemsPerform basic network and Internet troubleshootingSupport and assist team members with tickets and changesPartake in and assist other team members with after-hours on-call dutiesComplete client maintenance procedures and resulting follow-up tasks promptlyMaintain a healthy level of communication with clients and colleagues to ensure everyone is kept up to date on the progress of a ticket, even when progress is slow or not idealFollow best practices and implement supportable solutionsGeneral DutiesKeep client documentation up to dateCommunicate appropriately and effectively with coworkers, including providing and accepting constructive feedbackSubmit timesheets and expenses on or before the required due dates.Coordinate queue coverage for lunch, breaks and on-site visits with the teamPropose and work with continuous improvement initiativesAssist with the maintaining of Standard Operating Procedures (SOPs) and policiesAdhere to SOPs (Standard Operating Procedures) and policies to ensure consistency and maintaining TCSI's overall levels of securityMaintain a clean personal workspace and contribute to shared office tasksDocument gathered knowledge for the team, where possibleQualifications/Experience Must have a clean criminal record to obtain security clearance for government regulated offices and organizations.2+ years of experience providing technical support to business customers2+ years of experience supporting desktop and server hardware, including their components, assembly, and troubleshooting2+ years of experience administering Windows operating systems, including Windows Server variants, Windows 11, as well as standard productivity suites like Microsoft Office (experience with Apple hardware and software would be considered an asset)2+ years of networking fundamentals experience, including IPV4, DHCP, DNS, Routing and Firewalls1-2+ years of experience supporting On-Premises and Cloud Computing platforms (E.g. Group-Policies, OUs, Security, Users, Groups, Sites & Services, DNS, PowerShell, etc.)2+ years of experience supporting Office 365, including Exchange Online, SharePoint Online, and OneDriveExperience with RMM tools such as Syncro and ConnectWise or similar ticketing system experience would be considered an assetA combination of education and relevant work experience considered instead of the above requirementsSkills/Abilities Comprehensive verbal, listening and written communication skills and the ability to continually develop and enhance soft skills to communicate effectively with clients and staffAbility to answer incoming calls professionally and think on your feet to resolve issues liveAbility to engage others in a friendly and professional mannerAbility to convey technical concepts and terms to clients in a non-technical, clear, concise and easily understandable manner and be able to explain complex issues in simple termsProblem-solving and critical thinking skills to analyze issues, identify solutions and resolve problems utilizing best practices and optionsOrganizational and time management skills to provide timely support to clients waiting for a resolution to their problemAbility to effectively use Microsoft Office tools such as MS Teams and MS Planner, and other Microsoft software applicationsDemonstrated initiative and the ability to work independently and operate effectively in a complex multi-client environmentAbility to deal with stressful situations while remaining calm and composedAbility to continually develop and expand a technical skillsetFlexibility to work with unique line-of-business applications specific to the clients' needs Please send resume to with 3 references