Job Description

We’re seeking a Level 1 Helpdesk Support Technician who excels in clear communication, active listening, and customer care. In this role, you’ll be the first point of contact for clients, so your ability to explain technical issues in a friendly, professional, and easy-to-understand way is just as important as your troubleshooting skills. This role is based at our office in Salisbury, MD. Regional travel will be required, and some extended travel may be required as well. Responsibilities:

• Serve as the first line of support for client IT issues via phone, email, and ticketing system.
• Deliver outstanding customer service by communicating clearly, empathetically, and effectively.
• Troubleshoot and resolve basic technical issues related to desktops, laptops, printers, mobile devices, and software.
• Guide users through solutions in a calm and patient manner, regardless of their technical background.
• Escalate more complex issues to senior technicians with detailed documentation.
• Maintain accurate records of support interactions and resolutions.

Qualifications:

• 1–3 years of experience in a related role
• Should possess a foundational knowledge of business systems and networking
• Possession of at least one entry-level certification (such as A+, Network+, or CCENT) is recommended
• Must demonstrate excellent customer service skills
• Must be able to work well independently, thrive in a team environment, and demonstrate effective team interaction
• Strong telephone and verbal communication skills are a must
• Demonstrated ability to effectively organize, prioritize, and manage time while managing multiple responsibilities
• Valid driver's license and insurable driving record required

About Company: At Atlantic Technology Services (ATS), our mission is to help businesses and organizations of all sizes improve their IT processes, saving time and money along the way by implementing and optimizing the latest and most effective IT and Telecom solutions. ATS is an MSP (Managed Service Provider) and MSSP (Managed Security Service Provider). We are experiencing large growth and are actively recruiting talent to benefit our growth with existing and new clients.

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