Job Listing

Jr. IT Support Technician

BlueCastle IT Solutions LLC

Cheshire, CT, USA

Compensation

$38,000 to $42,000 Annually

Benefits Offered

401K, Dental, Life, Medical, Vision

Employment Type

Full-Time

Why Work Here?

“Rapidly develop your technical skills with exposure to a variety of client environments. Insurance Benefits, 401K, IT certification comps.”

We are seeking an Jr. IT Support Technician to join our team!

This is an entry-level position. We are looking for candidates with 0-2 years of experience in the Information Technology field. This is the best position for someone who has a passion for technology and is looking for a foot in the door for the industry. We are less concerned with direct industry experience and more focused on the intangibles – hard-working, intelligent, excellent customer service skills.

This person must be a good communicator and a person who can manage well when our clients are in a pickle and needs strong guidance.

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Jr. IT Support Technician plays an important role in making sure that happens.

The Jr. IT Support Technician handles client requests such as New User setups & Workstation setups. This role handles weekly, monthly, and quarterly recurring tickets to ensure our documentation is up to date, our software and hardware licensing accurate, and all our toolsets running smoothly.

When help is needed the Jr. IT Support Technician can get help from or escalate issues to other members in the Service Desk Team.

Responsibilities & Tasks

Principal Activities & Responsibilities:

Support the IT Support team in maintaining hardware, software, and other client systems
Support the IT Support team with maintaining and streamlining customer documentation
Organize and maintain company IT equipment and peripherals
Perform software and hardware installation upgrades
Assist with client new user/new workstation setup tasks
Assist Account Manager with preparation for Technology Business Reviews by running reports and reviewing client environment checklists

Use of our Ticketing System

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation in well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process

Use of our Remote Monitoring & Management Tool (RMM)

Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes

Communication, Reporting & Risk

Escalate tickets that require higher level Support Desk support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Submit Timesheets & Expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

Teamwork

Follow the schedule provided by the Service Delivery Manager
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Delivery Manager

Skills & Attributes Desired

A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Strong understanding of operating systems, business applications, printing systems and network systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
Great Communications skills, founded in being a good listener
IT literate – Advanced user level
A deep desire to deliver an amazing Client Experience
Drivers license
The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Experience and knowledge of working with the Microsoft 365 Platform
Professional IT Certifications such as A+, Network+, Security+, Server+, Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

PERKS

Paid Holidays, including additional choice of 1 out of 4 “Floating Holidays” (Columbus Day, Veteran’s Day, MLK Jr Day, Good Friday) and your Birthday Off
Generous incentives for reaching Team and Company Goals
We have Health / Dental and Vision covered!
401K with company match
A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH

For someone looking to progress their role, the Jr. IT Support Technician naturally leads into roles such as: the Level 1 IT Support Technician, IT Support Engineer, Account Manager, Service Delivery Manager, and more

BlueCastle IT Solutions

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