What are the responsibilities and job description for the Level One Help Desk Technician position at Redbird Security LLC?
Job Title: Level One Help Desk Technician
Company: Redbird Security
Location: Menomonee Falls, WI
About Us:
Redbird Security is a leading managed services provider (MSP) dedicated to delivering exceptional IT support and security solutions to our clients across various industries. With over 20 years of experience and close relationships with clients across the nation, we have built a family in our office, with our customers, and in our community that continues to grow. By focusing on innovation, reliability, and customer satisfaction, we strive to exceed our clients' expectations and empower their success through technology.
Position Overview:
We are seeking a highly motivated and customer-oriented Level One Help Desk Technician to join our team. As a Level One Help Desk Technician, you will be the first point of contact for our clients, providing timely technical support and troubleshooting assistance to resolve their IT issues efficiently.
Responsibilities:
Respond to incoming support requests via phone, email, or ticketing system in a professional and courteous manner.
Diagnose and troubleshoot technical issues related to hardware, software, network, and peripheral devices.
Provide remote support and guidance to end-users to resolve technical problems promptly.
Escalate unresolved issues to Level Two or Level Three support teams as needed, ensuring timely resolution.
Document all support interactions, solutions provided, and troubleshooting steps taken in the ticketing system.
Follow established procedures and protocols for incident management, problem resolution, and service delivery.
Requirements:
High school diploma or equivalent.
Excellent communication skills, both verbal and written, with a customer-centric approach.
Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.
A passion for learning and personal development.
Dependable transportation.
Preferences:
Bachelor’s degree in information technology or related field and/or relevant certifications (such as CompTIA A , Network , or Microsoft Certified: Modern Desktop Administrator Associate) preferred.
Strong knowledge of Microsoft Windows operating systems, Office 365, and common productivity applications.
Familiarity with basic networking concepts, TCP/IP protocols, and troubleshooting connectivity issues.
Proven experience in a help desk or technical support role, preferably in a managed services environment, is a plus.
Benefits:
Competitive salary commensurate with experience.
Comprehensive health and dental insurance plans.
Retirement savings plan with company match.
Ongoing training and professional development opportunities.
Friendly and collaborative work environment with growth potential.
How to Apply:
If you are passionate about technology and eager to make a positive impact, we invite you to apply for the Level One Help Desk Technician position at Redbird Security. Please submit your resume and a cover letter highlighting your relevant experience, salary requirements, and qualifications to nick@redbirdsecurity.com for consideration.