Job Description
Job DescriptionSalary: 50k-65k
Job Description: Service Desk Technician
ABOUT LAYER 9
Ready to join a team driven by results, derived from collaboration? We have redefined the term, Work Hard, Play Hard. At Layer 9, we are a dedicated team of professionals providing exceptional IT services to clients primarily in the medical, dental, and legal industries. We pride ourselves on offering both remote and onsite support that ensures minimal downtime and maximum efficiency. Our team thrives in an environment where expertise, collaboration, and a focus on delivering outstanding customer service are paramount. We foster a culture of continuous improvement, professional growth, and balance between work and personal life.
POSITION SUMMARY
We are seeking an experienced IT Support Technician with strong troubleshooting abilities and the capacity to work both independently and in a team atmosphere. The ideal candidate will have a solid background in managing IT systems for medical, dental, or legal clients, along with MSP experience. As the first point of contact for clients technical issues, you'll be responsible for resolving a range of hardware, software, network, and security issuesprimarily while working remotely in a service queue. You'll also support Microsoft 365 environments, manage security solutions, and contribute to process improvements while providing a world-class customer experience.
Key Responsibilities:
Client Support & Troubleshooting:
- Serve as the first point of contact for client technical support, offering prompt and professional assistance.
- Diagnose and resolve issues related to hardware, software, networking, and security across diverse client environments.
- Provide both remote and potential onsite support, ensuring minimal downtime for clients and maintaining high service standards.
- Guide users through troubleshooting steps, escalating complex issues to higher-tier engineers when necessary.
- Communicate clearly and professionally with clients, managing expectations regarding issue resolution timelines.
- Work independently if ever on-site and interact with clients directly, ensuring that issues are resolved in an accurate and efficient manner.
Service Desk Operations:
- Monitor, prioritize, and manage tickets based on urgency, impact, and Service Level Agreements (SLAs).
- Maintain detailed documentation in the ticketing system, including troubleshooting steps, resolutions, and customer interactions.
- Follow escalation protocols for unresolved or complex issues, collaborating with senior engineers as needed.
- Participate in after-hours support rotation when required for critical or urgent issues.
Systems & Security Administration:
- Support and maintain Microsoft 365 environments (Outlook, Teams, SharePoint, OneDrive).
- Assist with Active Directory and Azure AD user management, permissions, and security configurations.
- Deploy and manage endpoint security solutions, including Multi-Factor Authentication (MFA), antivirus, and patch management tools.
- Monitor and address security vulnerabilities, ensuring client systems adhere to best practices.
- Troubleshoot and resolve network issues, including firewall configurations, VPN access, and Wi-Fi connectivity problems.
Technology & Process Improvement:
- Identify recurring technical issues and proactively suggest improvements to increase service efficiency and reduce future problems.
- Contribute to the internal knowledge base, ensuring that documentation is current and valuable for both internal teams and clients.
- Stay up to date with the latest IT trends, emerging security threats, and technology solutions to maintain a competitive edge.
- Assist with client onboarding and off-boarding, ensuring smooth transitions and proper system access.
Qualifications:
Required:
- 3+ years of experience in an IT support, Help Desk, or Service Desk role, with a proven ability to work independently and onsite when needed.
- Strong knowledge of Windows OS, Office 365, Azure AD, Microsoft Intune, and Active Directory administration.
- Solid experience troubleshooting hardware, printers, network connectivity, and software applications.
- Basic understanding of security protocols, including MFA, endpoint protection, and access control.
- Familiarity with ticketing systems, remote access, and document software (ConnectWise, ServiceNow, IT Glue, Kaseya, NCentral, etc.) and service desk best practices.
- Excellent problem-solving skills, attention to detail, and the ability to work efficiently under pressure.
- Strong communication skills, both written and verbal, with the ability to interact with clients professionally and clearly.
- Knowledge of low voltage wiring for networking and system installations.
- Familiarity with VOIP systems and experience with audio/video installations.
- Clean driving record.
- Proficiency across all phone and computer platforms (Windows, Mac, Android, iOS).
Preferred:
- Previous experience working in a Managed Service Provider (MSP) environment, supporting clients in regulated industries (medical, dental, legal, etc).
- Experience supporting firewalls, VPNs, and network devices (SonicWall, Meraki, Ubiquiti, etc.).
- Basic PowerShell scripting experience for automation and process efficiency.
- Experience with dental software such as Dentrix and Dexis, Medical software such as Athenahealth, eCW, and Epic Systems, and/or Legal software such as Clio, Litify, and PracticePanther
- Familiarity with HIPAA compliance regulations and ensuring systems are compliant in healthcare settings.