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Jr. IT Support Technician

BlueCastle IT Solutions LLC

Cheshire, CT, USA

Compensation

$38,000 to $42,000 Annually

Benefits Offered

401K, Dental, Life, Medical, Vision

Employment Type

Full-Time

Why Work Here?

“Rapidly develop your technical skills with exposure to a variety of client environments. Insurance Benefits, 401K, IT certification comps.”

We are seeking an Jr. IT Support Technician to join our team!
This is an entry-level position. We are looking for candidates with 0-2 years of experience in the Information Technology field. This is the best position for someone who has a passion for technology and is looking for a foot in the door for the industry. We are less concerned with direct industry experience and more focused on the intangibles – hard-working, intelligent, excellent customer service skills.

This person must be a good communicator and a person who can manage well when our clients are in a pickle and needs strong guidance.

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Jr. IT Support Technician plays an important role in making sure that happens.

The Jr. IT Support Technician handles client requests such as New User setups & Workstation setups. This role handles weekly, monthly, and quarterly recurring tickets to ensure our documentation is up to date, our software and hardware licensing accurate, and all our toolsets running smoothly.

When help is needed the Jr. IT Support Technician can get help from or escalate issues to other members in the Service Desk Team.

RESPONSIBILITIES & TASKS

Principal Activities & Responsibilities:

• Support the IT Support team in maintaining hardware, software, and other client systems


• Support the IT Support team with maintaining and streamlining customer documentation


• Organize and maintain company IT equipment and peripherals


• Perform software and hardware installation upgrades


• Assist with client new user/new workstation setup tasks


• Assist Account Manager with preparation for Technology Business Reviews by running reports and reviewing client environment checklists

Use of our Ticketing System

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests


• Managing and recording all work though our Ticketing System


• Make sure that Client Documentation in well maintained


• Split tickets that have several issues into their own individual ticket


• Make sure that tickets aren’t “stale” throughout the process

Use of our Remote Monitoring & Management Tool (RMM)

• Review RMM dashboard and apply remediation actions as indicated by our Processes


• Review regularly scheduled/automated actions as indicated by our Processes

Communication, Reporting & Risk

• Escalate tickets that require higher level Support Desk support


• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue


• Submit Timesheets & Expense reports as indicated on their SOPs


• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

Teamwork

• Follow the schedule provided by the Service Delivery Manager


• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks


• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues


• Identify opportunities for improvement and make constructive suggestions for change


• Contribute to the process of innovative change effectively


• Undertake other duties as required by the Service Delivery Manager

SKILLS & ATTRIBUTES DESIRED

• A love of (and ability to) Solve Problems & Challenges


• Great Communications skills, founded in being a good listener


• An understanding of support tools, techniques and how technology is used to provide services


• Strong understanding of operating systems, business applications, printing systems and network systems


• Must be able to type quickly and accurately while talking on the phone


• A deep desire to deliver an amazing Client Experience


• Knowledge of IT Applications, Software & Hardware


• The ability to speak both Geek and human


• Great Communications skills, founded in being a good listener


• IT literate – Advanced user level


• A deep desire to deliver an amazing Client Experience


• Drivers license


• The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

• Experience using a Ticketing system / RMM Tool and PSA software


• Experience providing support via remote tools


• Experience handling Technical Service Tickets


• Experience and knowledge of working with the Microsoft 365 Platform


• Professional IT Certifications such as A+, Network+, Security+, Server+, Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.


• Client Experience Certifications such as Helpdesk Habits etc.


• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

PERKS

• Paid Holidays, including additional choice of 1 out of 4 “Floating Holidays” (Columbus Day, Veteran’s Day, MLK Jr Day, Good Friday) and your Birthday Off


• Generous incentives for reaching Team and Company Goals


• We have Health / Dental and Vision covered!


• 401K with company match


• A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH

For someone looking to progress their role, the Jr. IT Support Technician naturally leads into roles such as: the Level 1 IT Support Technician, IT Support Engineer, Account Manager, Service Delivery Manager, and more