IT Help Desk I
Job Posting for IT Help Desk I at Palmetto Technology Group, Inc.
JOB SUMMARY: Responsible for initial triage and resolution of basic remote support requests.
POSITION RESPONSIBILITIES:
Technical:
Operational:
QUALIFICATIONS/SKILLS:
CREDENTIALS AND EXPERIENCE:
MEASURES OF PERFORMANCE:
POSITION RESPONSIBILITIES:
Technical:
- Follow detailed processes to deliver consistent results
- Provide basic support of Microsoft’s core business applications and other line-of-business applications
- Provide basic support of computer hardware, including workstations, servers, printers, and telephony devices
- Provide basic support of network hardware, including switches, routers, firewalls and wireless access points
- Provide basic support of network security solutions
- Provide basic support and management of VoIP systems
- Onboard and Offboard users through Active Directory
- Provide support of backup and disaster recovery solutions
- Provide basic support of VPNs and RDS
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Provide after-hours support per scheduled on call rotation
Operational:
- Triage incoming service tickets
- Resolve quick fix tickets as scheduled
- Escalate and schedule service tickets that require higher level or onsite support
- Resolve RMM tickets
- Provide live answer help desk support
- Thoroughly document tickets on a real-time basis
- Consistently exceed defined Service Level Agreements
- Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
- Document internal processes and procedures related to duties and responsibilities
QUALIFICATIONS/SKILLS:
- Strong verbal and written communications skills
- Strong technical diagnostic skills
- Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
- Technical awareness: ability to match resources to technical issues appropriately.
- Understanding of technical support tools and techniques used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment
CREDENTIALS AND EXPERIENCE:
- 1-2 years of Help Desk Support experience
- Microsoft MCP of Current OS or completion within 3 months of employment
- A or Network preferred
MEASURES OF PERFORMANCE:
- 3X W2
- 18 help desk tickets resolved per day
- 30 quick fix tickets resolved per scheduled day
- Real-time Ticketing
- Ticket Quality Assurance score > 95%
- Personal CSAT Score > 96%
- 100% Compliance TAP training goals
Salary.com Estimation for IT Help Desk I in Savannah, GA
$50,028 to $62,429
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