Do you have a great sense of humor, enjoy solving problems, and get satisfaction from making someone’s day a little brighter? If so, we are looking for YOU! Premier One is an IT department for hire, providing IT with a Human Touch for clients across the United States over 30 years. We have a fun, casual, and collaborative environment and are looking for a talented and experienced Desktop Support Technician II to join our team. This position is remote!

WHAT EXPERIENCE AND EDUCATION YOU’LL NEED:

• High School Diploma or GED required; some post-secondary education or training is preferred
• A+ and Network + certification preferred
• Minimum 4 years of IT support and customer service
• Previous experience working for a Managed Service Provider preferred
• Advanced knowledge in select client environments, software, and systems
• Demonstrated expertise in troubleshooting hardware and software across multiple platforms
• Prior exposure to professional office environment

OTHER SKILLS AND ABILITIES YOU’LL NEED:

• Provide superior client service by resolving problems efficiently and responding quickly
• Ability to work independently and in team settings
• Ability to communicate clearly and quickly on the phone and via video conference
• Ability to work efficiently with attention to details and quality of work produced
• Ability to effectively work in a high pressure, fast-paced environment accountable for results
• Ability to work with a myriad of personality types in a congenial and respectful manner
• Ability to communicate effectively, both verbally and in writing, with staff, clients, and the community
• Ability to organize, multi-task, plan and set priorities with minimal supervision
• Maintain an attitude of confidence, enthusiasm, and positivity
• Physical ability to lift up to 50 pounds

• Troubleshoot and resolve IT support issues submitted by Premier One clients
• Maintain advanced knowledge of clients, their IT systems, and their relationship with Premier One
• Maintain advanced knowledge of supported Line of Business applications
• Establish positive relationships with clients, face-to-face, by telephone and email
• Maintain a working team relationship with Service and Engineer teams
• Provide training, documentation, and knowledge transfer to technicians
• Provide, manage, and develop documentation and SOP’s
• Provide escalation IT support for technicians
• Perform on-call responsibilities as assigned by supervisor
• Primary Systems: ConnectWise, ScreenConnect, IT Glue, Managed Workplace, Microsoft 365, Phin, Archive/Doc Drop, Nerdio, Windows Server OS, Windows 10 OS, Active Directory, Various Line of Business Applications