CMIT is looking for a customer-focused Help Desk Associate to join our team. The successful candidate will be comfortable working in a managed service provider (MSP) environment to serve as the first point of contact for clients seeking technical assistance. The candidate must be able to recognize, troubleshoot and resolve client issues. The individual is responsible for creative problem solving and identifying client up-sell opportunities. Responsibilities: Serve as the first point of contact for clients seeking technical assistance over the phone or email.Resolve customer issues within the 15-minute timeframe or escalate for the resolution to the Help Desk. Collaborate with co-workers to diagnose and resolve problems.Offer technical assistance on configuration, set up, maintenance, and troubleshooting computer systems, hardware, and software.Active Directory Domain UserCreate new accountsPassword resetsUnlock locked accountsDisable accountsSecurity group membershipEmail AccountsConfigure outlook profilesCreate new mailboxesPassword resetsModify/Delete mailboxesCreate/Modify Distribution Smartphone setupTroubleshoot ADSYNC failuresEnd-user Remote AccessSetup LMI End-User Remote AccessVendor ManagementServer & General TroubleshootingNOC Call Server down alertPrinter (Network)Workstation & General TroubleshootingRunning cleanup on slow computersApplication UpdatesDetermine the best solution based on the issue and details provided by the clientDocument tickets in the tracking system, record actions, and follow up on deferred actionsKeep clients informed of progress and status of tickets throughout the resolutionIdentify and suggest possible improvements on any and all internal or external proceduresMaintain industry expertise by learning new and evolving technologies and by attaining desired professional certifications. Soft Skills: Customer Service Communication Writing Problem Solving Critical Thinking Qualification: Customer service skills Exceptional verbal and written communication/presentation skills Excellent listening skills with the ability to ask the relevant question to the client Self-motivated and can work individually or as part of a team Education:High School Diploma Recommended 1 year of experience Certifications:Recommended CompTIA A+ CertificationRecommended CompTIA Network + Certification * This job description is an overview of the responsibilities for this position. However, responsibilities are subject to change. CMIT Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.If you need assistance with our application, please contact the Human Resources Department at 401-385-9966. recblid dwhk8p23a0n750fiq3884kov01iytv