Job Description
Job DescriptionBenefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
MSM Technology is seeking to fill the Help Desk Technicain position. We strive to provide the next generation of cutting-edge technologies. Our growth means exciting career opportunities for talented professionals in engineering, software development, and other key areas. We offer competitive compensation and benefits including Health, Vision, and Dental Insurance, a matching 401k plan, and other benefits given below, excellent training, and a vibrant working environment. Our employees are exceptional, giving us a competitive advantage by innovating solutions with a strong sense of mission and integrity.
- Position: Help Desk Technician.
- Location: Remote.
- Clearance: US Citizen.
Responsibilities:
- The Senior Help Desk Technician will provide strategic guidance to the help desk team, lead initiatives for process improvement, and act as the primary point of escalation for complex technical issues.
- Leadership & Team Management: Provide guidance, mentorship, and training to help desk team members to foster professional growth and improve team performance.
- Monitor team metrics and performance, ensuring alignment with SLAs and organizational goals.
- Act as the primary point of contact for escalation and resolution of high- priority or complex tickets.
- Advanced IT Support: Deliver Tier I/II support while leveraging advanced technical expertise to address escalated issues.
- Identify and resolve recurring technical challenges, working closely with Tier III teams when necessary.
- Process and Workflow Optimization: Evaluate and improve ticketing workflows and procedures to enhance efficiency and response times.
- Contribute to and maintain the knowledge base with best practices and solutions for recurring issues.
- Collaboration and Communication: Collaborate with stakeholders to address evolving IT needs and ensure alignment with organizational objectives.
- Clearly communicate technical concepts and solutions to both technical and non-technical audiences.
- Reporting and Documentation: Generate detailed reports on ticket metrics, team performance, and system trends for management review.
- Ensure accurate documentation of troubleshooting steps and resolutions for future reference.
Required skills:
- 0-2years of relevant experience. Demonstrates advanced knowledge of IT support concepts, practices, and tools. Capable of handling complex assignments with minimal supervision and providing guidance to others.
- Advanced knowledge of troubleshooting for hardware, software, operating systems, and network environments.
- Strong leadership and mentoring skills with a proven ability to lead a team in a dynamic IT environment.
- Experience managing help desk operations, including ticketing systems and SLA adherence.
- Exceptional problem-solving skills with the ability to resolve complex technical issues.
- Excellent communication and customer service skills, with a focus on professionalism and empathy.
If you are interested in this position, please send me a copy of your latest resume at usman.khan@iquasar.com with the information requested below: Also, please let me know what time/number is best to call to discuss this great opportunity. In case you are not interested in this position, or this is not a right fit for you, please feel free to share this opportunity with your friends/networks or anyone you know who may be interested in this position. Thank you!
- Availability to start a new job
- Best Rates
- Contact #
Please dont hesitate to contact me with any questions (s) you may have. All employment is decided based on qualifications, merit, and business needs.
Regards,
Usman Khan
Technical Recruiter
Representing:
MSM Technology, LLC
Office: (703) 936-6001 Ext. 582
Direct: (703) 662-0528
usman.khan@iquasar.com
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MSM Technology is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.
This is a remote position.