Level 1 Support Technician August 2024

at  Blue Tree Technology

LEVEL 1 SUPPORT TECHNICIAN:

Blue Tree Technology (BTT) is a managed IT services (MSP) company servicing clients in the greater Kansas City Metro area. Since 2019 we have been providing small and medium size businesses with security focused IT support that they desperately need. Over the years, we have built great partnerships across our client base and are now looking for a Level 1 Support Technician to join our team and enhance service delivery.
The Level 1 Support Technician is responsible for handling first level support of all service requests. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.

ESSENTIAL SKILLS:

• Ability to interact positively and professionally with diverse types of people.
• Ability to de-escalate or resolve client issues while maintaining a professional and calm demeanor.
• Excellent written and verbal communication skills.
• Microsoft Office 365 Administration
• Azure Administration
• Ubiquiti Unifi Administration
• Autotask PSA (Ticketing System)

QUALIFICATIONS:

• Ability to fast-paced environment with a positive attitude.
• Excellent client service skills.
• Must be able to lift 25 pounds at a time.
• Must be able to pass a criminal background check.
• Must have a valid driver’s license.
• Must have a reliable vehicle for travel to/from local clients as needed.

• Conduct yourself according to BTT Core Values.
• Troubleshoot and Resolve Desktop/Laptop Hardware and Software Failures
• Basic technical support at the network level: WAN and LAN connectivity, routers, and firewalls.
• Desktop/Laptop Reload/Deployments.
• Virus/Malware Removals
• Cloning/Upgrading Hard Drives
• Adding or Replacing Peripherals (Memory, Video Cards, etc.)
• Walking End Users through Basic Desktop/Laptop Operation
• Responsible for entering time and expenses in PSA as it occurs.
• Sanitizing/Destruction of Old Hard Drives
• Maintaining Inventory of Tech Room Items
• Preventative Maintenance of Desktop/Laptop PC’s.
• Create/Update/Close Client PSA Tickets
• Monitor/Respond to Client RMM Alerts
• Escalate tickets when required to Level 2 Support Technicians.
• Completion of CompTIA A+ and Network + certification within one year of employment.
• Completion of CompTIA Security + within two years of employment.
• Perform other duties as assigned.
• Responsibilities may change with business needs and as experience expands

Communication with clients as required:

• Keeping them informed of incident progress.
• Notifying them of impending changes or agreed outages.