What are the responsibilities and job description for the Tier 1 Helpdesk Technician position at Rappahannock IT?
Job Title: Tier 1 Helpdesk Analyst (Full-time)
Location: Fredericksburg, VA
Required Certification(s): A , Network (or equivalent)
Desired Certification(s): Security , CCNA, CySA
About Us: Rappahannock IT is a vibrant and innovative, locally-owned managed service provider located in the heart of Fredericksburg, VA. We specialize in managed services, network infrastructure, and security, and are dedicated to providing exceptional support to our community. Join us to be a part of an exciting team that values innovation and community engagement.
Why Us? At Rappahannock IT, we prioritize your growth and professional development. We offer a supportive environment where you can enhance your IT skills and grow your career. As a part of our team, you'll be working with passionate professionals dedicated to providing top-notch solutions. We're more than just a workplace; we're a community that values strong, lasting relationships with both our team members and the community we serve.
Key Responsibilities:
- Provide first-level technical support and assistance to clients, including troubleshooting hardware, software, and network-related issues.
- Respond to and resolve helpdesk tickets in a timely manner, ensuring high levels of customer satisfaction.
- Assist in the setup and configuration of desktops, laptops, and other IT equipment.
- Perform basic maintenance and updates on client systems.
- Document support activities and maintain accurate records of client environments.
- Collaborate with Tier 2 support and other team members to escalate and resolve more complex issues.
- Participate in training and development programs to expand your technical knowledge and skills.
Basic Qualifications:
- Experience in a helpdesk or technical support role, preferably within a managed services provider environment.
- Knowledge of Windows and Mac OS operating systems, basic networking, and common business applications.
- Strong problem-solving skills and the ability to troubleshoot technical issues effectively.
- Excellent written and verbal communication skills.
- CompTIA A , Network or equivalent certifications are preferred.
- Ability to work well in a team environment and provide excellent customer service.
- High attention to detail and commitment to delivering high-quality work.
Benefits:
- Competitive salary based on experience
- Comprehensive health, dental, and vision insurance (Dental and Vision fully paid by Rappahannock IT)
- 3 Weeks Paid Vacation
- 3 Weeks of Parental Leave
- 11 Paid Federal Holidays
- Certification/Education reimbursement
- Collaborative and supportive work environment
Salary : $20 - $25
