Managed Services Help Desk Technician

Help Desk Technician (Nerd)

NerdsToGo is a rapidly growing technology-based service company with a mission to provide the finest white-glove service in the business. We strive every day to provide outstanding technology services for residential and small business customers, so as to demystify the technology our customers believe to be "magic".

Job Summary: We are on the lookout for a Help Desk Technician (Nerd) to enhance our team's capabilities. This vital role is geared towards offering first-level technical support, managing incoming support requests, and ensuring a seamless service experience for our clients. The ideal candidate will be an enthusiastic problem-solver, ready to tackle technical challenges head-on and deliver solutions that align with our clients' needs.

What you'll be doing in this role:

• Deliver first-level support to customers through various channels, including phone, email, and remote access tools, ensuring a prompt, efficient, and pleasant resolution of issues.
• Maintain a positive, empathetic, and professional attitude toward customers at all times, embodying the NerdsToGo commitment to white-glove service.
• Assist with network troubleshooting, including addressing issues with routers, switches, and Wi-Fi connections.
• Deliver technical training to our customers with grace
• Perform basic troubleshooting and maintenance of PC hardware and software, identifying issues and implementing solutions.
• Act in the role of liaison for our customers with their other technical vendors
• Manage and maintain Active Directory and Azure AD environments
• Support users in managing their applications and software, including M365 and email.
• Contribute to the team by sharing knowledge, training, and supporting Technicians.
• Utilize Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) tools to efficiently manage tickets and support requests.
• Engage in continuous learning to stay updated on the latest technology trends and solutions, enhancing the team's knowledge base and service offerings.

The Ideal Candidate Will Have The Following:

• A foundational degree or certification in a technology-related field, or equivalent practical experience.
• At least 2 years of experience in a technical support or help desk role, with a proven track record of resolving customer issues effectively.
• Basic knowledge of PC troubleshooting, including familiarity with Windows and Mac OS.
• Understanding of networking concepts and devices (routers, switches, firewalls).
• Excellent communication and customer service skills, with the ability to explain technical concepts in a clear and understandable manner.
• Valid driver's license for potential on-site client visits.

Preferred But Not Required:

• A+ certification or similar foundational IT certifications.
• Experience with ConnectWise Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools.
• Ubiquiti networking experience.
• Prior experience in a customer service role, particularly within a technology or managed services environment.

Physical Demands: Reasonable accommodations can be made for individuals with disabilities.

• Mobility: Moving around the office, standing, walking, bending, and reaching.
• Lifting and Carrying: Handling IT equipment up to 50 lbs, using proper lifting techniques.
• Dexterity: Managing cables, assembling hardware, and performing repairs.
• Visual and Auditory Acuity: Reading technical documents, monitoring screens, and detecting equipment issues.
• Prolonged Sitting: Maintaining posture at a desk or workstation for extended periods.
• Driving: Traveling between client sites with a valid driver's license.

Why You'll Love it Here:

• Opportunity to join an incredible company that values people and results
• Make a significant contribution to our history-making journey
• Be a part of a supportive and caring team that prioritizes learning and growth
• We take fun to another level, are infectiously positive, and truly care about one another
• Competitive benefits, including health insurance, vacation, paid holidays, and commission
• Unlimited coffee, healthy (or unhealthy) snacks, and popcorn
• So much variety- if you enjoy not doing the same thing every day, you'll absolutely thrive in this role

Compensation: $22.00 - $30.00 per hour