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Company Name : SMB IT Solutions
Location : Smyrna, GA 30080
Position : Level 1 Help Desk Technician
Job Description : JOB TITLE:Junior / Level 1 Helpdesk TechnicianSALARY RANGE:$45,000 – $50,000 + Benefits HOURS OF WORK:40 hours per weekLEAVE ENTITLEMENT:10 days per year RESPONSIBLE TO:Service Desk ManagerOverviewThe number one goal of everyone on our team is to make our Clients exceptionally happy. The Junior Help Desk Technician plays an important role in making sure that happens.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 Service Delivery Team.RESPONSIBILITIES & TASKSCustomer serviceProviding a first point of contact for customers through our help desk via phone, email or ticketDelight our Clients with a Friendly, Quick and Helpful ExperienceProvide the Client with basic remote troubleshootingUse of our Ticketing SystemUse our Ticketing System to work on and resolve Help desk Tickets & Service RequestsManaging and recording all work though our Ticketing SystemMake sure that Client Documentation is well maintainedSplit tickets that have several issues into their own individual ticketMake sure that tickets aren’t “stale” throughout the processUse of our Monitoring & Management ToolReview RMM dashboard and apply remediation actions as indicated by our ProcessesReview regularly scheduled/automated actions as indicated by our ProcessesProject WorkFrom time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project deliveryCommunication, Reporting & RiskEscalate tickets that require Senior Help desk Engineer supportCommunicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issueSubmit Time sheets & Expense reports as indicated on their SOPsIdentify, Communicate and Mitigate potential risks to the Service Desk Manager and ClientsTeam WorkFollow the schedule provided by the Service Desk Manager or Service Coordinator / DispatcherFollow Standard Operating Procedures (SOPs) for daily / weekly recurring tasksFollow all our Security Procedures and Keeping a Vigilant Eye for Security IssuesIdentify opportunities for improvement and make constructive suggestions for changeContribute to the process of innovative change effectivelyUndertake other duties as required by the Service Desk Manager or CTOSkills and AttributesDesiredA love of (and ability to) Solve Problems & ChallengesGreat Communications skills, founded in being a good listenerAn understanding of support tools, techniques and how technology is used to provide servicesStrong understanding of operating systems, business applications, printing systems and network systemsMust be able to type quickly and accurately while talking on the phoneA deep desire to deliver an amazing Client ExperienceKnowledge of IT Applications, Software & HardwareThe ability to speak both Geek and humanGreat Communications skills, founded in being a good listenerIT literate – Advanced user levelA deep desire to deliver an amazing Client ExperienceDriver’s licenseThe ability to keep up with & adapt to the fast-paced IT worldNice to HaveExperience using a Ticketing system / RMM Tool and PSA softwareExperience providing support via remote toolsExperience handling Technical Service TicketsExperience and knowledge of working with the Microsoft 365 PlatformProfessional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.Client Experience Certifications such as Help desk Habits, etc.Experience working either on a Help desk or for a Managed Service Provider (MSP) / IT Support Business.Required Education/Certification4-year degree from an accredited institutionPhysical DemandsWhile 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 employee is required to stand, walk, and drive or ride in a motor vehicle. The employee must occasionally lift and/or move up to 50 lbs. Must have the ability to travel within the Atlanta Metro area, sometimes with short notice, and be able to provide after-hours support and weekend implementation as needed.Supervisory ResponsibilitiesThis position has no supervisory responsibilities.CAREER GROWTHFor someone looking to progress their role, the Junior Help Desk Technician naturally leads into roles such as: the Senior Help desk Technician, Network Engineer, Account Manager, Virtual CIO, CTO or Service Delivery Manager.Job Type: Full-timePay: $45,000.00 – $50,000.00 per yearBenefits:401(k) matchingHealth insurancePaid time offProfessional development assistanceRetirement planSchedule:Monday to FridayOn callSupplemental Pay:Bonus payEducation:Bachelor’s (Preferred)Experience:Tier I: 1 year (Preferred)Windows: 1 year (Preferred)License/Certification:Driver’s License (Required)Work Location: One location
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