Analyst, Managed Services

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

Job Summary:

The Senior Technician, Managed Services is part of the team responsible for supporting multiple clients and handling inbound and escalated inquiries on the Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service. 

Responsibilities:

• Monitor and troubleshoot incidents based on established documentation to identify the nature and resolution of problems and perform incident escalation as needed. 
• Responsible for solving escalated tickets and providing customer service for clients with complex issues in a timely fashion. 
• Must have excellent troubleshooting skills, be able to triage a customer's issue based on the response catalogue, getting to the root of the problem in a timely matter and document issue(s). 
• Provide hardware/software support, documentation, support logs and other related information throughout the troubleshooting process. 
• Adhere to response catalogue and established team processes and ensure consistent services across all tickets and issues. 
• Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution. 
• Provide support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction. 
• Lead and mentor junior technicians, providing training and guidance to develop their technical skills and knowledge. 
• Coordinate with cross-functional teams to ensure seamless project execution, from planning through to completion, while adhering to budget and time constraints.