JOB TITLE:
Level 1 Helpdesk Technician
SALARY RANGE:
$30,000 - $45,000 + Benefits
HOURS OF WORK:
40 hours per week
Paid Time Off:
2 Weeks Annually + company holidays
OVERVIEW
The number one goal of everyone in our team is to make our Clients exceptionally happy. The Level 1 Helpdesk Technician plays an important role in making sure that happens.
The Level 1 Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.
When help is needed the Level 1 Helpdesk Technician can get help from or escalate issues to other members of our team.
RESPONSIBILITIES & TASKS
Customer service
Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with remote or on-site troubleshooting as needed
USE of our TICKETING SYSTEM
Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process
USE of our MONITORING & MANAGEMENT TOOL
Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes
PROJECT WORK
From time to time the team will need additional resources to help deliver projects either on site or remotely. When opportunities arise the L1 Technician may be required to help with project delivery
COMMUNICATION, REPORTING, & RISK
Escalate tickets that require additional support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Submit Timesheets & Expense reports as indicated by our SOP
Identify, Communicate and Mitigate potential risks to Leadership and Clients
TEAM WORK
Follow the schedule provided by the Leadership Team
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Participate in an on-call schedule
Provide on-site support to our customers as needed
Undertake other duties as required by Leadership
SKILLS & ATTRIBUTES
Desired
A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Strong understanding of operating systems, business applications, printing systems and network systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
IT literate – Advanced user level
Drivers license
The ability to keep up with & adapt to the fast-paced IT world
Nice to Have
Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Experience and knowledge of working with the Microsoft 365 Platform
Professional IT Certifications such as Microsoft Fundamentals/Associate, CompTIA A+, ITIL, ITSM, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
Advanced networking skills
Benefits
Get your birthday off
Some remote work allowed
Medical, Dental, Vision covered by the company
3% Employee Matching SEPP Retirement