Description

Provide first-line technical support and manage the full ticket lifecycle for incoming requests and escalations.

This role is on-site.

Responsibilities

• Monitor call queues and ticket boards to address incoming requests promptly.
• Troubleshoot technical issues using established procedures, knowledge base resources, and external research.
• Maintain strict ticket hygiene and manage the lifecycle from initiation to resolution.
• Update internal documentation in ITGlue and other systems to ensure accuracy.
• Escalate T3 tickets and notify supervisors of recurring technical issues.

Required Skills

• 5+ years of technical support experience.
• Proficiency with Microsoft 365.
• Hands-on experience with ITGlue and ConnectWise Managed.
• Experience with Automate.
• Strong understanding of Group Policy Objects (GPOs).
• Experience managing Hyper-V environments.
• Intermediate networking knowledge.
• Ability to communicate technical solutions to non-technical clients.

Preferred Skills

• Experience with additional IT service management platforms beyond ConnectWise.

Key Skills

Education

Any Gradute