Helpdesk Engineer - Junior / Level 1/2

SALARY RANGE: $35,000 - $55,000 + Benefits
HOURS OF WORK: 40 hours per week
RESPONSIBLE TO: Service Delivery Manager

OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Junior Helpdesk Technician plays an important role in making sure that happens.
The Junior 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 issue is handled quickly and the Client is informed of what to expect every step of the way.
When help is needed the Junior Helpdesk Technician can get help from or escalate issues to other members of the Service Delivery Team.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

• Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
• Delighting our Clients with a Friendly, Quick and Helpful Experience
• Providing the Client with basic remote troubleshooting

USE OF OUR TICKETING SYSTEM

• Using our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work through our Ticketing System
• Making sure that Client Documentation is well maintained
• Splitting tickets that have several issues into their own individual ticket
• Making sure that tickets aren’t “stale” throughout the process

USE OF OUR MONITORING & MANAGEMENT TOOL

• Reviewing RMM dashboard and applying remediation actions as indicated by our Processes
• Reviewing regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

• From time to time the projects team will need additional resources to help deliver projects either on-site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery.

COMMUNICATION, REPORTING & RISK

• Escalating tickets that require Senior Helpdesk Engineer support
• Communicating to the client the status of their ticket every step of the way, notifying them of any changes or outages related to their issue
• Submitting Timesheets & Expense reports as indicated on their SOPs
• Identifying, Communicating, and Mitigating potential risks to the Service Delivery Manager and Clients

TEAMWORK

• Following the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Following Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Following all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identifying opportunities for improvement and making constructive suggestions for change
• Contributing to the process of innovative change effectively
• Undertaking other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO

SKILLS AND ATTRIBUTES

DESIRED

• A love of (and ability to) Solve Problems & Challenges
• Great Communication 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
• Ability 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
• Driver’s 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.

PERKS

• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home as needed (we run a Hybrid office)
• A Proactive Approach to Ongoing Training to help you develop life-long skills
• We have Health / Dental and Vision covered (80/20)!
• 401K with Company Matching (3%)
• More!

CAREER GROWTH

For someone looking to progress their role, the Junior Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO, or Service Delivery Manager.