What are the responsibilities and job description for the IT Help Desk Technician position at BIT HAPPENS, LLC?
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