Tier 1 Help Desk Technician - Framework IT

Framework IT is Chicago’s premier IT Managed Service Provider with a mission of reinventing technology by updating how it is serviced. We base our vision on a ‘client-first’ motto to focus on their business needs and challenges, then design their support solutions. 

We believe that investing in the health, happiness, welfare and continued career development of our employees and community allows us to spearhead the next big ideas that will shape the way technology enhances the world around us. Framework IT was founded on the fundamental need to enhance our community and culture through technology. We work together to grow together.

Framework is growing at nearly 100% year-over-year. To continue at this pace, we’re going to need talent, that’s where you come in. We are looking for a Tier 1 Help Desk Technician to provide IT support through our help desk to end-users while maintaining excellent customer service. This position is as much technical service and troubleshooting, as it is customer service. 

This role will offer a hybrid work schedule with some scheduled hours onsite at client locations, opportunity to work from home, and some in-office hours. Ideal candidates have a flexible schedule to cover extended support hours.

Who You Are:

Our hiring decisions are based on who you are, not only on what you can do. While skills are important, at Framework we hire the person – not the skillset. Therefore, we are looking for someone that has our values at their core. 

Teamwork:  We work together and for one another.

Pride: We don’t just work, we build.

Relentless:  We push limits, take risks, and learn.

Integrity: We make it right no matter what.

Inclusive:  We value diversity.

What You’ll Do:

• Customer Service & Support
  • Expertly handle service tickets assigned by the client service coordinator, as well as incoming calls to the service hotline (up to 25% onsite work at client locations)
  • Effectively communicate with company clients and staff using internal communications guidelines and workflows on ticket status, next steps, progress, and resolution.
  • Thoroughly test all work and involve the client in acceptance testing to ensure their needs are met.
  • Fulfilling requests for moves, adds, and changes (MAC’s)
  • Connectivity and E-mail Troubleshooting (Internet, Applications, File Shares, POP3, IMAP, Exchange)
  • Deploy our remote monitoring and management tools during onboarding and train end-users how to open tickets for Workstation Support (Hardware, OS Patches, Drivers, OS rebuilds)
  • Prepare comprehensive work product documentation, checklists, training materials, and standards documents to ensure high-quality service delivery, efficiency, and effectiveness.
  • Maintaining existing customer systems
  • Prioritizing ticket urgency
  • Communicating with clients
• Assisting with new Customer Onboarding /Onsite Installations
  • Pre-configuring equipment for onsite deployments
  • Installing equipment
  • Documenting all new equipment and account info
• Internal Administration
  • Submit timesheets promptly, thoroughly, and accurately, with an appropriate breakdown of billable time by activity.
  • Documenting all changes and updates. Prepare comprehensive work product documentation, checklists, training materials, and standards documents to ensure high-quality service delivery, efficiency, and effectiveness.
  • Some on-call after-hours required, approximately once a quarter

What You Possess:

• 1-2 years of experience in IT troubleshooting and supporting computer, networking, or server infrastructure.
• Desired Education/Certifications: - A, N, MCP, CCENT, College degree is preferred (But Mark Zuckerberg doesn’t have one)
• Desired Technical Skills: PC/Mac, Printing, End-user Application Support, Structured
• Knowledge and experience in cabling, ISP Installation, WLAN, Antivirus, Mobile Devices, Email, basic networking and server support
• Minimum 1 year Managed Service Provider experience preferred
• Experience with a PSA (ConnectWise suite) preferred
• Physical requirements: ability to lift, carry, or move light hardware, up to 35 lbs. for delivery and installation purposes.
• Reliable vehicle and valid Drivers' License

What We Offer:

• Base and bonus compensation between $52,000 and $60,000 per year, commensurate upon experience and performance
• Several Health Benefits including Medical, Dental, and Vision
• 401k with partial company match
• Free Parking
• Generous PTO and Flex day policy
• All the snacks you could need (in office)

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