Help Desk Technician (Tier 2/3) | $60K-$75K + Hybrid | Managed Services Provider

As a Help Desk Technician at our Managed Services Provider in Philadelphia, your main responsibilities will include providing direct technical support to clients, troubleshooting IT issues across diverse environments, and managing service tickets effectively. You will be the first point of contact for clients, and you’ll need to solve problems involving Office 365, Windows, and Mac systems. Close collaboration with both junior team members and clients is key to ensuring that we deliver a high level of service.

To qualify for the Help Desk Technician role at our Managed Services Provider, you should have 3-5 years of hands-on advanced IT support experience, proficiency with Microsoft-based MSP tools, and the ability to troubleshoot networking and cybersecurity issues. An associate degree in a computer-related field is required, while a bachelor's degree is preferred. Additionally, experience with ticketing systems such as Autotask or ConnectWise is beneficial.

At our Managed Services Provider in Philadelphia, Help Desk Technicians can expect a collaborative work environment that combines both on-site and remote tasks. The role is hybrid, requiring 3-4 days in the office, which fosters a great team culture. With around 200 clients to support, you will have the opportunity to work on various technical challenges, ensuring you’re never bored and always learning.

Absolutely! The Managed Services Provider is committed to the professional development of its employees. As a Help Desk Technician, you will not only improve your technical skills but also enhance your project management and client relationship abilities. With a focus on professional growth, you might find opportunities to advance into senior roles or specialize in areas of interest within IT services.

Help Desk Technicians at the Managed Services Provider enjoy competitive salaries ranging from $60K to $75K, comprehensive health benefits that include medical and dental options, and a 401K plan. Additionally, they foster a professional work culture that emphasizes a healthy work-life balance and encourages continuous learning and growth within the IT field.

In your response, detail your familiarity with specific Microsoft-based tools you've used, including examples of how you’ve leveraged them to resolve issues effectively for clients. Highlight any particular successes you’ve had in improving client satisfaction through the use of these tools.

Describe your systematic approach to troubleshooting, emphasizing how you gather information, analyze the problem, and work through potential solutions. Including a specific example will help illustrate your critical thinking skills and how you ensure a positive client experience.

Discuss your strategy for prioritizing tasks and managing time efficiently. You might mention tools you use for tracking issues or any techniques that help you stay organized and focused when handling a heavy volume of client requests.

Share your approach to maintaining clear, empathetic communication with clients. Highlight examples of how you've kept clients informed during a technical issue and ensured their needs were met, which fosters trust and confidence in your service.

Elaborate on your background in networking and cybersecurity, mentioning any relevant certifications you've obtained or specific projects you’ve worked on. Discuss your philosophy regarding maintaining security during troubleshooting and client support.

Think of a specific incident where you faced a challenging problem. Describe the issue, your methodology in addressing it, and the positive outcome for the client. This showcases your problem-solving skills and resilience.

Express your commitment to continuous learning through online courses, tech blogs, webinars, and industry conferences. Mention any recent trends you’ve adopted in your work, reflecting your proactive approach to staying knowledgeable.

Discuss qualities such as strong communication skills, technical proficiency, and customer-first mentality. Relate these to how they help you provide exceptional service and support within a fast-paced MSP setting.

Describe techniques you use such as active listening and empathy to de-escalate situations. Explain how maintaining professionalism and a solution-oriented mindset helps to resolve conflicts and satisfy client needs.

Discuss any exposure you have to these systems, emphasizing how you utilized them to track, manage, and resolve client issues effectively. Share specific examples where these tools helped improve your efficiency and client service.