IT Help Desk

Resolv Consulting, Inc is looking for someone to fill the IT Help Desk role. The ideal candidate will have at least 1 years of experience with ticketing systems, phone support, and desktop support.

This is a fast-paced role which requires multi-tasking as you work on existing tickets and receive incoming tickets. You will act as the first point of contact for all new service requests and escalate tickets that require more complex support. You are responsible to attempt resolution of any ticket assigned and contact vendors for support to complete tickets as necessary. You will contribute to company’s knowledgebase and maintain troubleshooting steps.

We are looking for a team member who is a team player, pays attention to the details, works in the best interest of our clients, takes initiative, loves to learn and has a desire to grow with our company.

Job Duties:

• First Contact: Phone support, email support, and ticketing system.
• Handle email alerts, phone calls, and emails. Assign or escalate tickets as needed.
• Work with various vendors to resolve new issues with various IT products.
• Track warranties of all client IT equipment. Generate quotes for renewal.
• Send monthly status update emails to each client.
• Research IT equipment solutions and costs for clients.
• Driving to customer locations involved, mileage covered.
• Perform onsite technical support and system installation at client sites as needed
• Provide remote and onsite IT support to client end users while providing the highest quality customer service

Ideal Candidate:

• Has experience working for another IT Company/MSP
• Understands IT concepts and business processes to strategize and architect solutions for clients
• Has a passion for computers and technology
• Has a desire to help others
• Is comfortable meeting and speaking to new people
• Excellent listening skills to understand client computer problems
• Works well under pressure
• Excellent time management and organization skills
• Excellent troubleshooting and problem solving for hardware and software issues
• Resourceful for finding solutions independently for new/unknown issues or only needs minimal assistance to find a resolution
• Can juggle resolving complex support issues in addition to performing project-based work autonomously.
• High attention to detail
• Ability to work on resolving technical issues independently and in a team environment
• Can communicate clearly in English – read and write
• Lives in or near Ontario, CA
• Available Monday – Friday 8am – 5pm
• Willing and able to work some evening and weekends
• Maintain and assist development of internal standards, documentation, and policies to improve support.
• Perform other duties as assigned.'

'Benefit Conditions: * Only full-time employees eligible to Work Remotely

• No

Job Type: Full-time

Pay: From $38,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Monday to Friday
• On call

Education:

• High school or equivalent (Preferred)

Experience:

• Desktop support: 1 year (Preferred)

License/Certification:

• CompTIA A (Preferred)

Work Location: On the road