Apply Today!

Job Description

Help Desk I

Mission Statement: To deliver high-quality solutions and world-class service in order to maximize our customers’ IT and AV efficiency and business profitability.

Our Core Values:

Integrity • Accountability • Leadership • Passion • Gratefulness • Fun

Position Summary: The Help Desk Remote Engineer I is responsible for maintaining a high degree of end user support for customers and ensuring outgoing products meet quality standards. They also provide phone and email contact support for customers.

Essential Job Functions

• Configure, install and troubleshoot PC systems and peripherals.
• Provide helpdesk and technical support for customers online, via email and over the phone.
• Maintain a high degree of end user support ensuring equipment, software, communications, and training is sufficient for all end user needs.
• Create and manage tickets in our CRM.
• Develop a strong understanding of company products sold, equipment, requirements, and objectives to ensure customers are provided with high quality support and satisfaction.
• Adhere to internal procedures and suggest improvements if needed.
• Provide weekend/after hour emergency coverage when needed and scheduled (on call rotation).
• Maintain and project professionalism when speaking/interacting with customers.
• Maintain a strong working knowledge of all company safety and quality standards.
• Maintain a safe technical environment including data, software, network, hardware, and work area.
• All other duties as assigned.

Preferred Talents

• Self-motivated.
• Strong troubleshooting abilities.
• Ability to multi-task and adapt quickly to change.
• Active listening and strong verbal/written communication.
• Ability to provide customer care and support via telephone, on-line and email communication.
• Maintain client business acumen such as specific knowledge of the customer and how IT relates to their business strategy and goals.
  
  

Qualifications

• Associates degree in Business, Information Technology or a related major preferred, but not required.
• COMP TIAA+ Certification, preferred.
• Prior MSP experience, preferred.
• Minimum 2 years IT experience, preferred.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly working in a seated position. The employee may be regularly required to stand, walk, use hands to handle or feel, reach with hands or arms, climb or balance, stoop, kneel, crouch, or crawl, and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

Working Environment

While performing the duties of this job, the employee is primarily working within indoor weather conditions. The noise level in the work environment is usually moderate.