Helpdesk Technician Level 1

Please read the entire job description along with requirements and benefits sections for complete details.

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Helpdesk Technician plays an important role in making sure that happens. The Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a help desk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way. When help is needed the Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.

RESPONSIBILITIES & TASKS

Here’s some of the primary parts of the role:

• Delight our Clients with Friendly, Quick and Helpful Experience
  
• Work on and resolve Helpdesk Tickets & Service Requests
  
• Document in detail what is done on every Helpdesk Ticket
  
• Make sure that Client Documentation in a well maintained
  
• Split tickets that have several issues into separate tickets
  
• Provide the Client with basic remote troubleshooting
  
• Make sure that tickets aren’t “stale” throughout the process
  
• Escalate tickets that require Senior Helpdesk Engineer support
  
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
  
• Submit Timesheets & Expense reports as indicated on their SOPs
  
• Follow all company Security Procedures and Keeping a Vigilant Eye for Security Issues
  

• Experience using a Ticketing system and other IT systems management tools
  
• Experience providing support via remote tools
  
• Experience handling Technical Service Tickets
  
• Experience and knowledge of working with the Microsoft 365 Platform
  
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
  
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
  

We believe that what gets measured, gets managed (& improved). So, we work hard as a team to track important KPIs (Key Performance Indicators) & metrics in our business so we know what areas are working well and what areas we may need to improve on. The Helpdesk Technician role will be accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Documentation Quality, Ticket Re-Opens & First Touch Ticket Closures, as well as intangible metrics that align with things such as our Company Core Values. These will change from time to time as we grow & improve.

REPORTING

The Helpdesk Technician role reports directly to the Senior Engineer.

CAREER GROWTH

For someone looking to progress their role, the Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Senior Network Engineer.

Requirements

REQUIRED STUFF

• Must be a US Citizen
  
• A love for, and ability to, Solving Problems & Challenges
  
• Must be passionate about technology
• Must report to our Woodbridge, VA office M-F from 8a-5p
  
• A+ Certification (If no cert you must pass the A+ test within 30 days from hire to retain employment)
  
• Superior Communications skills, founded in being a good listener
  
• Must have some experience, preferably at least 1 year, managing Office 365 environments
  
• Current PowerShell experience is extremely helpful
  
• An understanding of support tools, techniques and how technology is used to provide services
  
• Strong understanding of desktop operating systems, business applications, printing systems and network systems
  
• Basic to moderate experience administering Active Directory
  
• Must be able to type quickly and accurately while talking on the phone
  
• A deep desire to deliver a superior Client Experience
  
• Knowledge of IT Applications, Software & Hardware
  
• The ability to speak both Geek and human
  

Benefits

• Generous incentives for reaching Team and Company Goals
  
• We have a comprehensive benefits package that includes:
  
• Medical, Dental, Vision, all major Federally holidays off with pay, plus up to 10 days PTO annually!
  
• An easygoing environment and culture (we all enjoy what we do)
  
• A Proactive Approach to Ongoing Training to help you develop life-long skills