SMB IT Solutions

JOB TITLE:

Junior / Level 1 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 Desk Manager
Overview
The 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 & 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 resource 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

Team Work

• 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

Skills and Attributes

Desired

• 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
• The ability to speak both Geek and human
• 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

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 Help desk Habits, etc.
• Experience working either on a Help desk or for a Managed Service Provider (MSP) / IT Support Business.

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 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 Responsibilities

• This position has no supervisory responsibilities.

CAREER GROWTH
For 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.