Forward Thinking Technology Solutions MSP Helpdesk Technician Breinigsville, PA · Full time

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Job Description

An MSP (Managed Service Provider) Helpdesk Technician provides technical support and customer service to clients of a managed service provider. The role includes monitoring and responding to helpdesk tickets, resolving customer issues, and providing technical support for a range of IT services and products. 

Key responsibilities of an MSP Helpdesk technician may include: 

• Receiving and responding to customer support requests via email, phone or ticketing system 
• Troubleshooting and resolving issues related to hardware, software, networking, and other IT-related problems 
• Escalating issues to appropriate teams or levels of support as necessary 
• Providing remote support for clients in multiple locations 
• Maintaining accurate documentation of all support requests and resolutions 
• Providing excellent customer service and maintaining positive relationships with clients 
• Participating in ongoing training and professional development to stay up to date with emerging technologies and best practices 
• Contributing to the development of knowledge base articles and other support resources 

Requirements for the role may include: 

• High school diploma or equivalent; some college or technical training in IT may be preferred 
• Prior experience in a helpdesk or technical support role 
• Knowledge of Microsoft Windows, Microsoft Office, and other common business software applications 
• Understanding of computer networking and network troubleshooting techniques 
• Strong problem-solving skills and attention to detail 
• Excellent communication and customer service skills, with the ability to communicate technical concepts to non-technical users 
• Ability to work independently and as part of a team 
• Willingness to work flexible hours and participate in on-call rotations as required 

Overall, an MSP Helpdesk technician plays a critical role in delivering high-quality technical support and customer service to clients of a managed service provider and helping to maintain positive relationships between the provider and its clients.