Tier 1 Help Desk Technician (Hybrid) | - Contract to Perm

Job Description

Are you a tech-savvy individual passionate about delivering exceptional customer service? Jasudo, a leading provider of Cyber and Managed IT Services, is seeking an enthusiastic and motivated professional to join our Help Desk Team as a Tier 1 Technician. In this role, you will handle first-level support for a wide range of technology issues, including workstations, printers, email systems, and vendor-specific hardware and software. You’ll also perform occasional field service duties under the guidance of more experienced team members.

This Job Is Ideal for someone who is looking to grow in the IT field -- Punctual -- dependable - more reliable than spontaneous, People-oriented -- enjoys interacting with people, Achievement-oriented -- enjoys taking on challenges and learning new methodologies, Autonomous/Independent -- enjoys working with little direction, High-stress tolerance -- thrives in a high-pressure environment

What We’re Looking For:

• Exceptional interpersonal and customer service skills
• Self-motivated and independent with a strong work ethic
• Excellent analytical and problem-solving abilities
• Highly organized with a keen eye for detail
• Results-driven with a commitment to quality
  
  

Essential Duties and Responsibilities:

• Respond to and resolve assigned support tickets promptly and effectively.
• Provide IT support via telephone, email, chat, remote, and face-to-face contact
• Diagnose and troubleshoot user issues with PCs, applications, peripherals, printers, and more.
• Install, deploy, and repair hardware and software on client sites as needed
• Articulate and translate technical solutions to our non-technical clients in a way they can fully understand
• Effectively document IT support tickets to ensure timely and accurate issue resolution
• Escalate complex issues to higher-level support personnel when necessary.
• Excellent verbal & written communication skills
• Anticipate client needs by asking insightful follow-up questions, delivering added value, and reducing recurring support requests.
• Take ownership of assigned client issues and manage them from initial diagnosis through to resolution
• Achieve performance goals related to efficiency, quality, professional development, and customer satisfaction
• Maintain clear communication with clients, updating ticket progress and notifying them of service changes or outages.
• Contribute to client projects through assigned tasks.
• Accurately record time and expenses in the system as they occur.
• Mastery of Jasudo's Organizational & Brand Promise Strategy
  
  

Required Skills and Qualifications:

• 2 years of end-user technical support experience
• Must be punctual and possess time management capabilities
• Experience with ITSM Ticketing systems
• Experience with building rapport with end-users and adding client value
• Strong troubleshooting and critical thinking skills
• Basic understanding of operating systems, business applications, printing systems, and network systems
• Strong interpersonal skills, including active listening, clear communication, and customer care
• Ability to diagnose technical issues effectively
• Adaptability and multitasking skills in a dynamic environment
• Familiarity with IT support tools, techniques, and service delivery methods
• Proficiency in typing and chatting with customers and documenting service requests
• Self-motivation and the ability to thrive in a fast-paced environment
• Ability to perform physical IT maintenance and installation tasks as needed
  
  

Preferred Education and Certifications: While certifications are not mandatory, candidates who demonstrate a commitment to continuous learning through higher education or accreditation are highly valued.

• Self-motivation and the ability to thrive in a fast-paced environment
• Ability to perform physical IT maintenance and installation tasks as needed
• Bachelor’s degree in Computer Science, Networking, Cybersecurity, or a related field
• MS-900: Microsoft 365 Fundamentals
• SC-900: Microsoft Certified Security, Compliance, and Identity Fundamentals
• CompTIA Net
• CompTIA A
  
  

Additional Expectations (estimate):

• 85% Remote
• 10% Travel to Local Offices in Metro-Atlanta
• 5% Company Paid Travel to Client Sites out of state
• 20-35 hours a week
• Incentives and Bonuses
• Potential full-time employment available after 90 days
• 401K benefits with full-time employment after 1 year
  
  

Company Description

Jasudo is a Managed IT Services Provider (MSP) and Computer Retailer founded in 2012. We embrace technology to provide creative and responsible solutions that drive client efficiency and effectiveness. Today, we are proud to boast a growing team of IT professionals who thrive on rolling up their sleeves and solving IT challenges to meet the business goals of our clients in multiple states.

Jasudo is a Managed IT Services Provider (MSP) and Computer Retailer founded in 2012. We embrace technology to provide creative and responsible solutions that drive client efficiency and effectiveness. Today, we are proud to boast a growing team of IT professionals who thrive on rolling up their sleeves and solving IT challenges to meet the business goals of our clients in multiple states.