JOB TITLE: Junior Help Desk Technician
SALARY RANGE: $45,000 - $50,000 + Benefits
HOURS OF WORK: 40 hours per week
LEAVE ENTITLEMENT: 15 days per year
RESPONSIBLE TO: Service Delivery Coordinator
OVERVIEW
The Junior Help Desk Technician handles the first level support requests that come in from our Clients. They are the first to touch a help desk 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 Help Desk Technician can get help from or escalate issues to other members in the Service Delivery Team .
RESPONSIBILITIES & TASKS
Customer service Providing a first point of contact for customers through our help desk via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with basic remote troubleshooting
Use of our Ticketing System Use our Ticketing System to work on and resolve Help desk 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 aren’t “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 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 Escalate tickets that require Senior Help desk Engineer 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 Time sheets & Expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Service Desk Manager and Clients
Teamwork Follow the schedule provided by the Service Desk Manager or Service Coordinator / Dispatcher
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 the Service Desk Manager or CTO
SKILLS & ATTRIBUTES
Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience in handling Technical Service Tickets
Experience and knowledge of working with the Microsoft 365 Platform
Professional IT Certifications such as CompTia A+, Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Experience working either a Help desk or for a Managed Service Provider (MSP)/IT Support Business
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
Great Communications skills, founded in being a good listener
IT literate – Advanced user level
A deep desire to deliver an amazing Client Experience
Driver’s license
The ability to keep up with & adapt to the fast-paced IT world
Required Education/Certification 4-year degree from an accredited institution
Physical Demands While performing the duties of this position the employee is regularly required to sit and talk and listen. The employee is regularly required to use hands to finger, handle or feel and reach with hands and arms. The…