Junior Helpdesk Technician (Hybrid)

Job Description Job Description Overview: Our mission is to make our clients exceptionally happy and empower them to succeed.

The Junior Helpdesk Technician plays an important role in making sure that happens by handling first-level support requests efficiently and keeping clients informed every step of the way. When help is needed, the Junior Helpdesk Technician can get help from or escalate issues to other team members. Responsibilities & Tasks:

Customer Service: Serve as the first point of contact for customers via phone, email, or ticket. Delight our clients with a friendly, quick, and helpful experience.

Offer remote troubleshooting. Basic installation and maintenance of networking equipment. Collaborate with vendors for expedited troubleshooting of hardware and software systems.

Use of Our Ticketing System: Work on and resolve helpdesk tickets and service requests. Manage and record all work through the ticketing system.

Maintain client documentation. Ensure tickets are not “stale” throughout the process. Use of Our Monitoring & Management Tool:

Review RMM dashboard and apply remediation actions as indicated by our processes. Perform regularly scheduled/automated actions as indicated by our processes. Project Work:

Assist with project delivery on-site or remotely as needed. Communication, Reporting & Risk: Escalate tickets requiring senior helpdesk engineer support.

Communicate ticket status to clients continuously. Submit timesheets and expense reports as per SOPs. Identify and mitigate potential risks.

Team Work: Follow the schedule provided by the Operations Coordinator. Adhere to standard operating procedures (SOPs) for recurring tasks.

Follow all security procedures and maintain vigilance for security issues. Suggest improvements and contribute to innovative changes. Undertake additional duties as required.

Skills and Attributes Needed: Strong problem-solving skills. Excellent communication skills, particularly listening.

Ability to translate technical concepts to non-technical people and educate clients. Understanding of support tools and technology. Knowledge of operating systems, business applications, printing systems, and network systems.

Fast and accurate typing skills. Deep commitment to delivering an amazing client experience. IT literate at an advanced user level.

Valid driver's license and reliable transportation. Ability to adapt to the fast-paced IT world. Strong diagnostic skills for end-user hardware, software, and network devices.

Experience in tidy cable management and workstation installations. Ability to lift and/or carry up to 70 lbs. Nice to Have:

Experience with ticketing systems/RMM tools and PSA software. Remote support experience. Knowledge of the Microsoft 365 Platform.

Professional IT certifications (Apple ACSP, CompTIA A, Network, Security). Client experience certifications (Helpdesk Habits). Experience working on a helpdesk or for a Managed Service Provider (MSP) / IT Support Business. Perks: Full Gold PPO Health Insurance. 401K with 4% Safe Harbor Matching. Easy-going work environment and culture.

Limited commute (60% WFH). No overtime/on-call work. Company MacBook. Ongoing training and development.

Paid certification exams. Career Growth: Progression to roles such as Senior Helpdesk Technician or specialized positions.