Help Desk Specialist

As a Help Desk Specialist (Level is tier 2), you will oversee the current IT systems including software and hardware upgrades and fixes for the clients of this growing IT managed services company. The position requires extensive knowledge of computer hardware and software, Microsoft 365, VoIP, and experience providing technical support.

We’re looking for someone who has a genuine desire to solve problems and provide customers with positive experiences. As the Help Desk Specialist, you will have a direct impact on the day-to-day efficiencies for clients’ IT operations and their experience and impression of the company brand. You will be a key factor in the company’s growth and have opportunities to grow your career with this IT Services team.

About the Company

This managed IT services and application development company ensures that technology works for their clients, adds value, and creates opportunities. Huge opportunities!

Three areas of service specialization:

• IT as a Service
• Communications
• Software Solutions

Their clients are those who are ready to improve productivity, build better processes, and leverage the right IT solutions to scale and grow. They partner with their client's internal teams to build long-lasting relationships and provide solutions that keep the IT strategy on track.

Company Culture: Can do spirit, fresh thinking, a human approach to technology, and expertise in insurance, technology, and investment management.

What You Will Do

• Process customer request tickets through the company’s ticketing system
• Follow up with customers by phone and ticket response email; provide feedback and resolution
• Meet or exceed first response and resolution Service Level Agreements based on the priority request
• Approach every customer interaction with empathy, patience, curiosity, a sense of urgency, ownership, commitment, and a genuine desire to help
• Achieve outstanding customer feedback scores that reflect high standards of customer satisfaction.
• Maintain proper recording, documentation, and closure for all work performed
• Support customer desktop, server, network, and printer inventory configuration items
• Grow and develop your knowledge of help desk procedures, products, and services
• Recommend improvements to make it more effective for customers and efficient as a service provider.
• Troubleshoot and maintain computer hardware, software, network systems. Requires occasional travel.
• Microsoft 365 environments and Apple Operating Systems
• VoIP and various phone systems
• Local Area Networks (LAN), Wide Area Networks (WAN), and related devices
• Firewall Management, Port Changes, Quality of Service, and Network Protocol Routing
• DNS in Active Directory and Hybrid/Cloud Environments
  

Minimum Qualifications

• Previous experience as a help desk technician and examples of new technologies you’ve learned and solutions you’ve applied along the way
• Experience with Windows 7/10, Mac OC, Microsoft 365, and Microsoft Azure
• Proven experience deploying and troubleshooting VoIP systems
• High school diploma or GED

Additional Attributes

• We would ideally like to see at least 1 year of experience working in a Managed Services Environment or where you’ve had to handle multiple competing priorities
• ConnectWise, Autotask, or comparable ticket management systems.
• Technical certifications to include CompTIA A , Microsoft 100, 101, and Azure.