Berry Solutions Group (BSG) is a fast-growing IT Managed Service Provider where customer service is priority. We provide a high level of Quality in everything we offer, from people and products to processes and procedures, excellent Integrity, and great service. We pride ourselves on problem solving and delivering results with the utmost care.

Position Overview

We are looking for an entry level IT Service Desk Support Analyst to join our internal help desk team. The position is located at our Hagerstown office. Our normal hours of operation are Monday through Friday from 8 AM to 5 PM, but some evening, weekend, and holiday hours may be required as needed. This is a salaried position.

Essential Functions and Duties

• Provide Level 1 Help Desk Triage and Support.
• Learn and understand how to use our ConnectWise Manage Ticket System.
• Must be comfortable and capable of communicating with our customers by phone, email, and through or ticketing system.
• Ability to triage and escalate support tickets as necessary.
• Perform Weekly Check Sheets to maintain a healthy customer environment.
• Setup and provision laptops, desktops, and other endpoint devices for customers and internal staff.
• Provision user accounts using Active Directory.
• Create, review, and modify Standard Operating Procedures and Knowledge Base articles.
• Verify monthly reporting for customer distribution.
• Provide patch compliance using our endpoint management solution.
• Assist in deploying endpoint management agents.
• Willingness and comfortable to go on to customer sites as needed.

Essential Requirements

• Associate degree in information technology or 1-2 years of experience working in an IT help desk environment.
• Strong written and communication skills.

• Must be able to perform basic time and task tracking.

• Ability to read knowledge base articles and follow instructions.

• Familiarity with malware, antivirus, and other security solutions.
• Must be a team player and communicate with all team members.
• Must have a valid driver's license.

Preferred Skills and Experience

• Previous experience working for an IT Managed Service Provider.
• Previous experience with any remote monitoring and management solution.

• Familiarity with ConnectWise Manage and ConnectWise Automate.
• Strong organizational and multi-tasking skills.
• Familiarity with ITIL methodologies with respect to ITSM solutions and Change Management.
• Experience with administrating and troubleshooting Office 365 and Google Workspaces.

Key Competencies

• Communication – Maintain a clear communication path between clients and internal staff.
• Reliability – Be dependable and accountable.
• Timeliness – Ability to show up to work on time and ready to start shift.

Company Benefits

• Quarterly Bonus - Based on Company Performance
• Retirement Plan Options
• Health Insurance
• Paid Time Off
• Holiday Observances