IT Technician (Level I)

IT Technician (Level 1) / Dispatcher-Lyra Technology Group

Lyra Technology Group is seeking a IT Technician (Level 1) for one of their operating companies. As an IT Technician (Level 1) at Pact-One Solutions, you will provide first-line technical support and managing the dispatch of IT service requests. This involves troubleshooting basic technical issues, escalating complex problems, and coordinating the assignment of resources to resolve incidents. The role also includes maintaining clear communication with clients and technicians to ensure efficient service delivery and high customer satisfaction.

About Lyra…

Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.  

About Pact-One Solutions…

With more than 20 years of experience, Pact-One Solutions is a rapidly expanding MSP IT firm with a focus on dental practices. Our passion is collaborating as a team to provide excellent client service through high-performing networks and enduring partnerships.

"Think Team, Never Give Up, Do the Right Thing, Humble yet Hungry" are the guiding principles by which we operate.

Your work as an IT Technician (Level 1) will include several components:

• Triage and Scheduling for Help Desk Crew: They will manage the intake of support requests, assess their nature and urgency, and route them to the appropriate Help Desk personnel.Answering incoming calls, creating support tickets on behalf of clients.

• Ensure that all service tickets, including client email requests, are prioritized and categorized within the ticketing system.

• Escalate high priority tickets to Helpdesk.

• Schedule on-site service calls

• Schedule small order tickets that are ready for on-site installation

• Excellent typing skills and use of basic computer applications.

• Great customer service skills, with an attention to detail.

Our ideal IT Technician (Level 1) has the following qualifications:

• Great customer service skills, with an attention to detail.

• Proficient communication skills.

• Familiarity with IT ticketing systems or previous IT experience is a plus.

Successful applicants for this role must be able to pass a background check and drug test, as well as valid automotive insurance and a clean driving record. If this seems like an opportunity that is appealing to you, let’s have a conversation.