Junior Bench Technician

A-Plus I.T. Group is a managed services provider (MSP) that assists organizations in Maryland in finding better, more effective technology solutions and processes to help improve their business and ultimately boost efficiencies. “For over 20 years, A-Plus I.T. Group has been providing complete I.T. management, consulting, and technical support for small to medium-size businesses, enterprise businesses, and residential customers. Our knowledgeable and personable staff sets us apart from other I.T. companies and allows you to receive the service and solution that best fits your needs. We are committed to providing friendly customer service, coupled with outstanding brand name products you can trust. Locally owned and operated, we provide a level of care, experience, and attention to detail you won’t find anywhere else, while giving you fast and efficient results.” We are proud of our amazing team of the brightest and most passionate people who focus daily on creating unparalleled experiences and exceptional value for our customers. Our team is hardworking, highly collaborative, and supportive of each other, while having fun along the way! We understand our team is a huge part of our companies success and truly value a work-life balance to support productivity, improved mental health, and better time management. We hope you will take the first step toward joining the A-Plus team by applying for the IT Technician I position below! The Junior Bench Technician is a staff position responsible for triaging, solving or escalating any service-related issues for A-Plus I.T. Group's client base. What you will be doing: Assessment, escalation, and resolution of client issues in an efficient and timely manner. Focusing on user centric issues (password resets, email issues, access issues, printer, scanners etc.) Ensure a high level of customer satisfaction and communication. Documentation of all technical steps taken during troubleshooting and any necessary next steps as well as time spent with client. Provide customer options and opportunities. Work and communicate effectively with all levels of staff. Outcomes: Maintain a high level of efficiency by managing multiple end users monthly. Provide superior service ensuring a high level of customer satisfaction. Provide support for users, assisting over the phone/in-person with equipment installations and troubleshooting. Build experience to further growth opportunities within A-Plus I.T. Group. Essential Competencies: Exceptional Customer Service Skills Learner’s Mindset Clear and Concise Communication Skills (written and verbal) Organizational Strategy Detail Oriented Multi-tasker Strong Work Ethic Highly Motivated Team Player Sense of Urgency Divergent Thought Process Ability to Lift up to 50lbs What you will bring to the role: 1 year minimum in customer service-related role Basic understanding of Windows OS Ability to Install workstations and hardware Ideal Qualities: Previous MSP experience preferred 1-2 years’ experience on a Service Desk or Help Desk environment. Experience with remote tools such as Microsoft 365 Experience with ticketing systems such as Connectwise, Freshdesk, Atera CompTIA A+ or Network+ certifications. AN UNPARALLELED EMPLOYEE EXPERIENCE Work-Life Balance Top Quality Health Insurance Award-winning culture based on employee feedback Award winning Managed IT Services team Opportunities for career advancement Job fulfilment/purpose An organization you will be proud to represent Family-owned environment Fun, collaborative, and supportive culture On-going development and training Established reputation for exceptional customer service for over 20 years. Forward thinking company mindset Compensation $18 - $24 Eligibility for yearly bonus Job Type Full-time Schedule 8 hour shift Monday to Friday Work Location In person: Rosedale, MD Benefits Health Insurance Dental Insurance Vision Insurance PTO 401 (k) eligibility with company match We look forward to adding a hardworking individual to our team that values growth and opportunity. Someone that will ultimately contribute to our growth and strength not only as a company, but as a team! Interested? Great! We are excited to hear from you! Our company is committed to providing equal employment opportunities for all applicants and associates. The company does not unlawfully discriminate on the basis of race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, the Company prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational programs. Job Type: Full-time Pay: From $18.00 per hour Expected hours: No less than 40 per week Benefits: 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Schedule: 8 hour shift Monday to Friday Experience: Help desk: 1 year (Required) Windows: 1 year (Required) Work Location: In person