Level 1 Helpdesk Technician

Job Description

Job Description

JOB TITLE:

Level 1 Helpdesk Technician

SALARY RANGE:

$30,000 - $45,000 + Benefits

HOURS OF WORK:

40 hours per week

LEAVE ENTITLEMENT:

2 Weeks Annually

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 arent 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

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 MCP, MCSA or MCSE, 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

PERKS

Get your birthday off

Some remote work allowed

Medical, Dental, Vision covered by the company