Tier 1 Help Desk Technician

Primary Core Focus

Providing level 1 inbound phone support. Ensuring Excellent Customer Service and experience, detailed and accurate note taking, high level of communication (internally with team and directly with client), positive, helpful, efficient ticket/issue processing for handoff to team or handled quickly on the spot with a goal on first call resolution where possible. Participates in rotational on call as assigned.

Salary Range: $48-60k/per year

This position is in-office 5 days/week.

Scope of Duties

1. Ability to assign priority to client issues based in impact

2. Can de-escalate frustrated end-users when necessary

3. Has general experience in supporting Microsoft Windows infrastructure

4. Has general experience in supporting various network related technologies (LAN) such as printing, TCP/IP connectivity (wired and wireless), Internet browsers, Domain login, minor application support and help desk

5. Has ability to ensure the protection of client data (backup)

6. Has the ability to ensure that all client data is safeguarded against loss or corruption prior to performing intrusive procedures

7. Can troubleshoot various Windows/Mac device issues including printers, software, login issues, email, etc.

8. Can provide courteous and effective phone support to users in a clear and concise manner

9. Can install, support, and troubleshoot MS Office software

10. Ability to read technical diagrams and documents in support of client issues

11. Can correctly escalate issues to upper tiers by complying with established escalation standards

General Values

Core values of iwerk personnel

Kaizen

We are motivated by change, and are fearless in our pursuit of learning what's next. Our agility and flexibility sets us apart from others.

Creative

We are committed to bring a creative approach to the work we do, every day, in every situation.

Empathy

We start with the other person in mind. We operate with a heightened awareness and understanding of how our words and actions impact those around us. We are patient and we listen so that we can know how best to help the person or situation in front of us.

Trustworthy

We actively work to build trust with those we interact with on a daily basis. We recognize the importance and value of maintaining that earned trust. This allows us to build uncommonly strong relationships. Being viewed as trustworthy is an honor and something we commit to uphold.

Integrity

At the foundation of who we are and how we operate. Living with integrity requires doing what's right even when it's difficult or won't be acknowledged by others. Honest and transparent, this guides our everyday decisions and actions.

Responsible

We are accountable to each other and to our clients to deliver solutions. Understanding the importance and impact of the work we do, we choose to assume responsibility to ensure our commitments are fulfilled, and to support the efforts of those around us. We cannot succeed unless our clients succeed.

Driven

We are passionate about our work, confident in our delivery, and operate with a sense of urgency. We are focused and motivated to achieve real results for our customers and for iwerk. Never indifferent, lukewarm, or passive. We strive to add value in all that we do.

Positive

Our attitude is the most significant thing we can control. We choose to be positive because approaching things with an optimistic, happy, can-do attitude makes each interaction better for everyone.

Humble

We never assume we have all the answers. We believe that in order to lead others, you first have to serve them. We openly listen to others thoughts and ideas.

Core competencies of iwerk personnel

1. Makes every effort to exceed client expectations; Always conducts themselves with the utmost courtesy and tact when dealing with clients

2. Understands that communication is the cornerstone of success; takes every opportunity to ensure that ambiguous or confusing situations are explained so all involved parties understand the intent

3. Exercises high-quality judgment in determining courses of action; weighs the possible pros/cons before enacting a solution

4. Strives for self-improvement and takes the appropriate measures to accomplish set goals (e.g. certifications)

5. Displays efficient time-management skills in maintaining weekly work schedules to achieve hourly goals

6. Communicates with other colleagues and superiors so that information exchange is achieved, and ideas are passed along accurately, and all relevant parties are kept informed

7. Works within the team environment and provides support to other team members when necessary

8. Ensures tasks are passed to other team members, when possible, to exceed client satisfaction expectations

9. Strives for excellence in every facet of what they do, work-ethic geared towards establishing long-term client relationships

General Overview

Typical work schedules are Monday through Friday between 6am/7am to 6pm/7pm CST/EST for a set 9 hour workday including a 1 hour lunch as agreed upon between you and your hiring manager upon hire or role change. However, due to the environment we operate within, it is also likely that technicians may need to work after-hours or weekends due to necessity. After-hours and weekend obligations are not consistent but occur per demand. Iwerk requires technicians to engage in a 40-hour work week, any billable work beyond 40 billed-hours is compensated as overtime (1.5 x your hourly pay rate). All questions regarding benefits, paid Holidays, vacation, and 401K should be directed towards iwerk HR for further clarification. Iwerk employees are required to agree to and sign a non-compete contract between themselves and iwerk. All new hires will be provided with a copy of the iwerk employee handbook outlining, in detail, all company mandates.

Technicians are expected to present themselves in a neat and professional manner. General dress standards are comprised of clean and presentable attire. For engagements that require more formal dress (e.g. Corporate casual attire) we expect that attire to consist of clean/pressed slacks or business-friendly skirt, a clean/pressed button-down shirt, belt, and presentable shoes of a dressy-nature (e.g. brown or black leather). Certain activities may dictate a deviation of set dress standards whereas more casual attire may be appropriate. Our possible operating environments range from typical office settings to construction sites.

Iwerk will compensate each technician $50/month to maintain a cellular phone of their choosing to be used to conduct company business, however, technicians are discouraged from giving their cellular number to clients for obvious reasons. Personnel are also required to participate in the after-hours emergency line which is rotated among technical staff. This duty lasts for one week and duties include acknowledging inbound emergency requests and escalating when necessary.

Technicians are required to possess reliable transportation. Technicians are eligible for compensation against mileage accrued while on company business excluding the first and last trips of the day (considered travel to office and travel to home) any travel exceeding 60 miles qualifies for compensation regardless. This position may require the technician to travel within the Southeastern Michigan or DFW region. Travel outside of this geographic region is rare but possible (typical travel is no more than 30 miles from the iwerk offices in Ferndale, MI and Fort Worth TX).

Technicians are eligible for pay increase per management discretion. Pay increases are gauged from how well the technician measures against their assigned duties as well as the technician’s productivity, performance, and attitude. Technicians are strongly urged to continually self-improve to both increase their value to iwerk as well as themselves.

Job Type: Full-time

Pay: $48,000.00 - $60,000.00 per year

Benefits:

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

Schedule:

• 8 hour shift
• Monday to Friday
• Weekdays

Work Location: In person

Salary : $48,000 - $60,000