Tier 1 Help Desk Technician

Atruent – Millersville, MD

Tier 1 Help Desk Technician

Atruent – Millersville, MD

Job Description
We are seeking a highly motivated and customer-focused Tier 1 Technician to join our Managed Service Provider (MSP) team. The ideal candidate is passionate about technology, thrives in a fast-paced environment, and is eager to deliver exceptional IT support to our diverse client base. This entry-level role requires hands-on experience with key MSP tools and a dedication to continuous learning and professional growth.

Key Responsibilities:

1. Customer Support & Service Delivery:
- Serve as the first point of contact for clients via phone, email, or remote access.
- Troubleshoot and resolve technical issues promptly to minimize downtime.
- Provide excellent customer service, ensuring a positive client experience.
- Escalate unresolved issues to Tier 2/3 technicians when necessary, following defined escalation procedures.
2. Technical Support:
- Diagnose and resolve hardware, software, and network issues.
- Assist with onboarding/offboarding of client users, including Microsoft 365 account setup and configurations.
- Perform system maintenance and monitoring tasks using tools like Datto RMM and Auvik.
- Configure and support remote connections using Screen Connect.
3. Documentation & Tools Utilization:
- Maintain accurate and up-to-date client documentation in IT Glue.
- Track and manage support tickets through Autotask.
- Create detailed logs of support interactions and resolutions.
4. Proactive Support & Monitoring:
- Use Datto RMM and Auvik to monitor client systems, identify potential issues, and resolve them proactively.
- Support backup and recovery processes to ensure client data integrity.
5. Team Collaboration:
- Work closely with other technicians and departments to improve processes and deliver seamless client service.
- Contribute to knowledge-sharing sessions and team meetings.

Required Skills & Qualifications:

Technical Proficiency:
- Working knowledge of Autotask, IT Glue, Screen Connect, Datto RMM, Microsoft 365, and Auvik.
- Strong troubleshooting skills for Windows operating systems, Office applications, and basic networking.
Customer-Focused Approach:
- Excellent interpersonal and communication skills.
- Ability to explain technical concepts to non-technical users in a clear and friendly manner.
- Empathy and patience when handling client issues.
Personal Attributes:
- Passion for technology and continuous learning.
- Detail-oriented with strong organizational skills.
- Reliable, self-motivated, and capable of working independently or as part of a team.
Certifications (Preferred):
- CompTIA A+, Network+, or similar certifications.
- Microsoft 365 Fundamentals or equivalent.

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“ABH has been working with Atruent for the last 2+ years. Every person within the company strives for excellence and provides exceptional service to their clients. The CEO builds individual relationships and sets the tone for a friendly organizational culture and climate. Every phone call, meeting, or interaction with any of their staff leads to satisfaction and fondness for their attitude, expertise, and competence. I would recommend Aida and her team to up-and-coming or established companies. No job is too small or too big for this company.”

Vera Kurdian LCSW_C, CEO, Program Director, Advanced Behavioral Health, Inc.

Atruent's Value Proposition

VALUE PROPOSITION FOR

Relevancy

Protecting your patient's information is what you care about the most besides simply caring for your patient. Optimizing your IT Infrastructure while staying HIPAA compliant is critical, which is why you need the right Technology Partner to give you peace of mind.

quantified value

We optimize your network infrastructure to guarantee up time when you need it the most.
We will guide you through HIPAA compliance journey every step of the way
We make sure that all equipment, hardware and software alike is working at an optimal level to ensure efficiency