Demo

IT Help Desk Technician

BIT HAPPENS, LLC
Alexandria, LA Full Time
POSTED ON 4/2/2025
AVAILABLE BEFORE 5/28/2025

OVERVIEW

The number one goal of everyone on our team is to make our customers exceptionally happy. The

IT Helpdesk Technician plays an important role in ensuring customer satisfaction.

The IT Helpdesk Technician handles the first level support requests that come in from our customers. The tech is the first point of contact for a Helpdesk Ticket and is responsible for the correct and prompt handling of that ticket. Additionally, it is the tech’s responsibility to ensure the customer is adequately informed of what to expect of the ticket process and progression of issue resolution.

When additional help is needed, the IT Helpdesk Technician can get assistance from, or escalate issues to, other members in the Service Delivery Team.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

Initial point of contact for customers through our helpdesk, via phone, email, and tickets

Delight our customers with a Friendly, Quick and Helpful Experience

Provide the customers with basic remote troubleshooting

TICKETING SYSTEM

Use our Ticketing System to address and resolve Helpdesk Tickets and Service Requests

Utilized to manage and record all work addressing customer’s issues

Ensure that Customer Documentation is accurate and well maintained

Split tickets that have several issues into individual trouble tickets

Make sure that tickets are update and kept current throughout the process

JOB DESCRIPTION

From time to time, the Projects Team will need additional resources to help deliver project services, onsite and remotely. IT Helpdesk Technician may be required to assist in project delivery.

Escalate tickets that require Senior Helpdesk Technician support.

Communicate status updates to the customer regarding in process tickets at all stages, including notifications of changes, outages, next steps, and other relevant information

Submit Timesheets & Expense reports

Identify, Communicate and Mitigate potential risks to the IT Manager and/or customers

Follow Standard Operating Procedures (SOPs)

Follow all our Security Procedures and must keep a Vigilant Eye for Security Issues

Identify opportunities for improvement and make constructive suggestions for change(s)

Contribute to the process of innovative changes effectively

Undertake other duties as required by the IT Manager

SKILLS AND ATTRIBUTES (Preferred)

Problem Solving

Communication & Customer Service

An understanding of support tools and techniques

Strong understanding of operating systems, business applications, printing systems and network systems

Accurate typing and professional grammar

Knowledge of IT Applications, Software & Hardware

Microsoft Active Directory

Microsoft Office 365

Microsoft Entra ID

Business or Enterprise grade network equipment

Working knowledge of computer and server grade hardware

Understanding VOIP

Providing remote support via remote tools

Professional IT Certifications; Microsoft MCP, MCSA or MCSE, ITIL, ITSM, A , Network , etc.

Client Experience Certifications such as Helpdesk Habits, etc.

Job Type: Full-time

Pay: $15 - $25 per hour

Benefits:

  • 401(k)
  • 401(k) employer match
  • Dental insurance
  • Health insurance
  • Vision insurance
  • Life insurance
  • Paid time off

Schedule:

  • 8 hour shift
  • Monday to Friday

Education:

  • High school or equivalent (Preferred)

Experience:

  • Help desk: 1 year (Preferred)
  • Microsoft Windows OS: 1 year (Required)

Work Location: In person

Job Type: Full-time

Pay: $15.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Monday to Friday

Work Location: In person

Salary : $15 - $25

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