MSP IT Technician - Tier 2

IT Support Technician - Tier 2

Department: IT

Reports to: Director of Managed IT Services

This position is responsible for providing end-user hardware and software support to our customers in the most efficient way possible while ensuring a great overall customer experience. The IT Support Technician troubleshoots issues by phone, remote access, and at customer sites.

Description:

• Previous MSP (Managed Service Provider) technical role required
• Remote/Telework not available - in-office or on-site with clients 100% of the time

The IT Support Technician is the primary customer facing contact for the IT Department. This customer-focused position works to fully resolve issues efficiently while ensuring a great customer experience. This dedicated individual possesses the ability to maintain well-balanced order in a highly demanding and time-critical environment. Level 2 capability is demonstrated by easily accomplishing complex and diverse tasks within the IT Department.

Duties and Responsibilities:

The IT Support Technician will collaborate with stakeholders throughout DCA. Specific responsibilities for this position include, but are not limited to:

• Handle customer support calls and emails with a positive attitude
• Manage call load to ensure we are exceeding customer expectations and escalate issues as appropriate
• Provide a great customer experience and improve DCA’s relationship with the customer
• Take ownership of every issue to ensure it is completely resolved
• Comprehensive notes and documentation for every engagement
• Customer communication that ensures a high level of satisfaction and appropriate expectations
• Customer training and user adoption
• Communicate any special instructions or relevant information to key DCA stakeholders
• Meet and exceed appropriate productivity levels relative to tasked assignments
• Satisfy all internal reporting requirements within a timely manner
• Work as needed with internal departments to ensure a seamless and positive experience for the customer
• Focus on continuous improvement and enhancements to our capabilities
• Flexibility and willingness to solve all IT needs as requested
• Ability to lift 50 lbs. and agile enough to perform installation and implementation of various projects
• Strong generalized IT skillset: Including Desktop OS, Server OS, and network architecture
• Specialized IT capabilities by becoming a SME in a minimum of one key area
• Ability to take ownership of complete sub-projects or tasks as assigned

Knowledge, Skills and Abilities Required:

• Outstanding customer service skills
• Strong verbal communication and listening skills
• Capacity to protect proprietary and confidential information
• Working knowledge of IT hardware- desktop, laptops, servers, switches, etc.
• Experience with desktop operating systems including Microsoft and Mac OS
• Server OS experience including AD, DNS, DHCP
• Microsoft 365 Platform / G Suite knowledge
• Knowledge of network theory and architecture
• Ability to explain technical concepts, terminologies and provide instruction in layman’s terms to individuals or groups
• Strong documentation skills emphasizing attention to detail
• Proven analytical and problem-solving abilities
• Steadfast ability to work independently, yet able to work effectively as part of a team
• Confident with working under limited time constraints and pressure situations
• Familiarity with geographic service area, streets, roads and highways
• Ability and willingness to mentor others on the team

Experience:

• Required Prior MSP technical role (2 years)
• Bachelor’s degree in Computer Science, Information Systems or the equivalent of education and experience
• Experience with ConnectWise Manage / Automate
• Demonstrated success in Information Technology
• Preferred A , Net , and Security Certifications
• Preferred IT Generalized Certification: ex. MCSA
• Preferred Specialized Certification: ex. CCNA

Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time, with or without notice.

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Lanham, MD 20706: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• MSP Technical: 2 years (Required)

Work Location: One location