Description
We are looking for an IT Help Desk Specialist who will be responsible for the daily triage and initial troubleshooting of support requests in an attempt to resolve or escalate the request to the appropriate team quickly and efficiently. This position answers incoming calls to the support team, providing initial triage, routing and support, ensuring service metrics are being met and client requests are being addressed promptly by the appropriate resource.
Who You Are:
- You have a High School Diploma or GED.
- You have two (2) to three (3) years of experience in a relevant IT Support role.
- You have a basic knowledge and understanding of security best practices.
- You have the ability to work with others and to communicate effectively in a positive and constructive manner.
- You have the ability to self-manage ticket assignments within SLA standards.
- You have a customer-first orientation and the ability to seek information and assistance.
What You’re Accountable For:
- Answering incoming phone calls from the Primary Support Queue.
- Triaging incoming support requests (phone, email, automated, or in person) to accurately determine the issue and its urgency/impact to the business or end user.
- Communicating priority level and expected response time to clients.
- Providing basic remote and occasional onsite technical support for clients in areas such as Windows and Mac Desktop and Server operating systems, Active Directory User Management (Password Resets, Group Memberships, Account Creations and Terminations, Account Lockouts), Microsoft Exchange and Office 365 User Management, Basic Microsoft Exchange and Office 365 administration and troubleshooting (Message Trace / Delivery Issues, Allow/Block Senders, License Changes, Distribution List Management, Mail Flow), Client Side WiFi Connectivity, VoIP Client Issues, Basic VoIP Extension Management, Client VPN Connectivity, Printers and Print Servers, Multi-Factor Authentication, and Mobile Devices.
- Escalating support requests to Client Service Team Engineers after initial troubleshooting when unable to resolve the issue within specified guidelines.
- Adhering to all policies, processes, expectations, and SLAs to ensure client needs are addressed and proper documentation of time, work completed, and communication to clients and vendors is completed.
- Creating and updating client environment documentation required to provide an exceptional and efficient support experience.
- Meeting or exceeding the minimum standard of priority performance metrics.
- Providing extended hours technical support as part of a rotating schedule.
- Participating in internal meetings to provide clients with the most comprehensive support experience and efficient resolutions.
- Recording and submitting daily timesheets detailing client work.
- Any other duties and tasks that are required by the Company.
What You’ll Use:
- Microsoft 365
- Active Directory
- ConnectWise (Ticketing System)
- 3CX
- Azure
- VoIP
- Multi-Factor Authentication
- Mobile Devices & Printers
