What are the responsibilities and job description for the Help Desk Technician position at Kinetix Solutions?
Help Desk Technician (Level 1–3)
Location: [Fort Lauderdale Fl] | Type: [Full-Time/Part-Time]
Are you passionate about technology and providing excellent customer service? Join our growing team as a Help Desk Technician! We’re seeking talented individuals at all skill levels (Level 1, Level 2, and Level 3) to support our clients with their IT needs.
About the Role
In this role, you’ll serve as a key member of our Help Desk team, delivering exceptional technical support to a diverse client base. Success in this position means quickly resolving issues, ensuring client satisfaction, and collaborating with teammates to enhance IT operations.
Your contributions will play a vital role in maintaining our reputation as a trusted Managed Service Provider (MSP), enabling our clients to focus on their core business while we handle their IT needs.
- Respond to and resolve IT support requests via phone, email, or remote tools.
- Troubleshoot and resolve hardware, software, and network issues for clients.
- Manage and resolve tickets related to Microsoft 365, including account management, application support, and troubleshooting.
- Escalate complex issues to higher-level technicians when necessary, ensuring timely follow-up.
- Document solutions, ticket updates, and client interactions in the ticketing system.
- Provide proactive maintenance, monitoring, and updates for client systems.
- Collaborate with team members to implement and optimize IT processes.
- Stay up-to-date with industry trends, tools, and certifications to enhance your technical knowledge.
Required Skills and Experience:
- Strong customer service and communication skills, with the ability to explain technical issues in a user-friendly manner.
- Basic to advanced troubleshooting experience in Windows, macOS, and common networking environments.
- Familiarity with Microsoft 365 applications and services (e.g., Exchange Online, Teams, SharePoint).
- Knowledge of IT ticketing systems and remote support tools.
Preferred Skills and Certifications:
- Certifications such as CompTIA A , Network , Security , or any relevant MS Fundamentals.
- Azure
- Experience with Managed Service Provider (MSP) environments is a plus.
- Advanced troubleshooting for networking, servers, and security for Level 2–3 applicants.
Education:
- Associate’s or Bachelor’s degree in IT, Computer Science, or related field preferred but not required.
- For Tier 2-3 applicants CompTIA or relevant Microsoft Certs are strongly preffered.
- Work with a collaborative and supportive team dedicated to professional growth.
- Gain exposure to a wide variety of IT environments and challenges.
- Opportunities for advancement and training, including certifications.
- Competitive salary and benefits package.
