What are the responsibilities and job description for the Senior Helpdesk Technician (Hybrid) position at We Solve Problems?
Overview:
Our mission is to make our clients exceptionally happy and empower them to succeed. The Senior Helpdesk Technician plays an important role in making sure that happens by handling support requests efficiently and keeping clients informed every step of the way.
Responsibilities & Tasks:
Customer Service:
- Serve as the first point of contact for customers via phone, email, or ticket.
- Delight our clients with a friendly, quick, and helpful experience.
- Offer remote troubleshooting.
- Basic installation and maintenance of networking equipment.
- Collaborate with vendors for expedited troubleshooting of hardware and software systems.
Use of Our Ticketing System:
- Work on and resolve helpdesk tickets and service requests.
- Manage and record all work through the ticketing system.
- Maintain client documentation.
- Ensure tickets are not “stale” throughout the process.
Use of Our Monitoring & Management Tool:
- Review RMM dashboard and apply remediation actions as indicated by our processes.
- Perform regularly scheduled/automated actions as indicated by our processes.
Project Work:
- Assist with project delivery on-site or remotely as needed.
Communication, Reporting & Risk:
- Communicate or escalate tickets requiring sysadmin support as appropriate.
- Communicate ticket status to clients regularly.
- Submit timesheets and expense reports as per SOPs.
- Identify and mitigate potential risks.
Team Work:
- Follow prioritization outlined by the Operations Coordinator.
- Adhere to standard operating procedures (SOPs) for recurring tasks.
- Follow all security procedures and maintain vigilance for security issues.
- Suggest improvements and contribute to innovative changes.
- Undertake additional duties as required.
Skills and Attributes
Needed:
- Experience working for an MSP.
- Advanced problem-solving skills.
- Excellent communication skills, particularly listening.
- Ability to translate technical concepts to non-technical people and educate clients.
- Advanced understanding of support tools and technology.
- Advanced knowledge of operating systems (macOS, Windows), business applications, printing systems, and network systems.
- Advanced diagnostic skills for end-user hardware, software, and network devices.
- Experience with and knowledge of servers and network infrastructure.
- Experience with tidy cable management.
- Deep commitment to delivering an amazing client experience.
- Ability to adapt to the fast-paced IT world.
- Reliable transportation.
- Ability to lift and/or carry up to 70 lbs.
- Strong documentation skills for writing technical guides and process documentation.
- Experience working with cloud platforms (e.g., Microsoft 365, Google Workspace).
- Strong security mindset with experience implementing and managing cybersecurity measures.
- Willingness to mentor junior technicians and share expertise.
- Ability to work independently and prioritize tasks effectively.
- Flexibility for occasional after-hours work as needed.
Nice to Have:
- Experience with ticketing systems/RMM tools and PSA software.
- Remote support experience.
- Knowledge of the Microsoft 365 Platform.
- Professional IT certifications (e.g., MS 365: Administrator Expert, Network , Security , CCNA).
- Experience leading or contributing to IT projects.
- Familiarity with command line tools like PowerShell, Bash, etc.
Perks:
- Full Gold PPO Health Insurance.
- 401K with 4% Safe Harbor Matching.
- Easy-going work environment and culture.
- Limited commute (60% WFH).
- No overtime/on-call work required.
- Company MacBook.
- Ongoing training and development.
- Paid certification exams.