About Us:

At Altec Solutions Group, we're not just another IT provider; we're a dedicated partner to our clients, helping them leverage technology to achieve their business goals. We've been proudly serving businesses in the Springfield, MO area for 10 years. Our team is built on a foundation of collaboration, continuous learning, and exceptional client service. We believe in investing in our team's growth and creating a supportive, enjoyable work environment.

The Opportunity:

We're looking for motivated and customer-focused Helpdesk Technicians (Level 1/2) to join our dynamic team. In this role, you'll be the first point of contact for our valued clients, providing timely and effective technical support. You'll be responsible for handling incoming calls, creating and managing service tickets in our PSA system, and resolving a wide range of technical issues. This is a fantastic opportunity for someone looking to grow their IT career in a supportive and fast-paced MSP environment.

What You'll Be Doing (Key Responsibilities):

• Be the First Line of Support: Answer incoming support calls and emails from clients in a professional and friendly manner.
• Ticket Management: Accurately create, prioritize, update, and resolve service tickets within our PSA system.
• Troubleshooting & Resolution: Diagnose and resolve Level 1 and Level 2 technical issues related to:
• Desktop operating systems (Windows, macOS)
• Microsoft Office Suite and Microsoft 365/Google Workspace
• Basic network connectivity (TCP/IP, DNS, DHCP, VPN)
• Printers and other peripherals
• User account management (Active Directory, Azure AD)
• Common business applications
• Remote Support: Utilize remote access tools to provide efficient support to end-users.
• Escalation: Escalate complex issues to senior technicians or appropriate teams in a timely manner, providing clear and concise documentation.
• Documentation: Maintain detailed and accurate records of troubleshooting steps and resolutions in the PSA. Contribute to our knowledge base.
• Client Communication: Keep clients informed of the status of their requests and ensure a high level of customer satisfaction.
• Proactive Mindset: Identify recurring issues and potential problems, contributing to a more proactive support approach.
• Team Collaboration: Work closely with other members of the technical team to share knowledge and ensure seamless service delivery.

What We're Looking For (Skills & Qualifications):

"Soft" Skills - These are CRITICAL for an MSP:

• Excellent Communication Skills: You can explain technical issues to non-technical users clearly and patiently, both verbally and in writing.
• Strong Customer Service Focus: You genuinely enjoy helping people and are committed to providing an outstanding client experience.
• Problem-Solving Abilities: You are resourceful and can think critically to diagnose and resolve issues.
• Time Management & Organization: You can effectively prioritize tasks and manage your workload in a fast-paced environment without having to be micromanaged.
• Attention to Detail: You understand the importance of accurate record-keeping and thoroughness.
• Team Player: You work well with others and contribute to a positive team environment.
• Eagerness to Learn: The IT landscape is always changing, and you're excited to learn new technologies and skills.

Experience:

• 1-3+ years of experience in an IT helpdesk or technical support role. Experience within an MSP environment is a strong plus!
• 1+ years of Customer Service Experience
• Demonstrable experience with ticketing systems/PSAs

Technical Skills:

• Solid understanding of Windows operating systems (Windows 10/11). macOS experience is a bonus.
• Proficiency with Microsoft Office Suite and Microsoft 365 administration (user accounts, Exchange Online basics, SharePoint basics).
• Fundamental knowledge of networking concepts (TCP/IP, DNS, DHCP).
• Experience with Active Directory user and group management.
• Familiarity with remote support tools.
• Basic understanding of IT security best practices.

Preferred Qualifications:

• Relevant IT certifications (e.g., CompTIA A+, Network+, Security+, Microsoft certifications).
• Associates Degree in Informational Technology or related field
• Experience with specific RMM (Remote Monitoring and Management) tools.
• Familiarity with cloud platforms (Azure, AWS).
• Experience supporting specific business applications common in your client base.

Why Join Altec Solutions Group?

• Growth Opportunities: We are committed to your professional development and offer opportunities for advancement and skill enhancement. We offer our.
• Great Team Culture: Be part of a supportive, collaborative, and fun team. .
• Impactful Work: Make a real difference for our clients by helping them overcome their technology challenges.
• Competitive Salary & Benefits: We offer a competitive salary of $35,000-$50,000 depending on experience and a comprehensive benefits package (e.g., health insurance, paid time off, retirement plan).

Apply to Jobs@AltecUSA.com