Job Description Summary The Jr. Help Desk is intended to equip you with all of the skills needed to become a successful IT working professional. You will alongside with some of the industry’s most successful Level 1-2 technicians that have aided in growing the most explosive MSP in Florida. With a client base of over 250 various small to large enterprises including fields in hospitality, medical, financial, and others, you will have the opportunity to learn diverse and complex technical environments and how to handle anything from basic user password resets to aiding in the prevention of potential security breaches for large medical enterprises. In this role, you will experience how an efficient Help and Service Desk operates in day -to-day functions while getting your hands dirty with the intricacies of a Help Desk intaking nearly half of all incoming service requests with an average of around 100 calls coming in daily. This position will season you with the talents needed to skyrocket your career into becoming a Support Specialist, Networking Engineer, IT Security Analyst, Service Desk Lead, Computer Technician, Help Desk Technician, or others! By the end of your first four months, you will have developed the following skills: - Handling difficult IT requests and incidents with poise and focus - Setting up and troubleshooting Microsoft Windows, PC Hardware, Active Directory, Office 356 suites, firewall/security networks, VPN applications, printers/scanners, and MFA. - Working various Tier 1 Help Desk standard operating procedures (SOPs) - Organizing elements that will enhance team efficiency and productivity - Identifying Quality Assurance (QA) gaps - Developing a keen eye for detail - How to be an IT problem solving wizard! Responsibilities - Listening to and documenting voicemail cases inside of our CRM platform, Salesforce - Conducting QA on all escalated cases from Help Desk to the account’s Regional Pod - Assisting in new computer setups and configurations - Shadowing the Service Delivery Manager (SDM) of Help Desk to assist in Help Desk management - Identifying and reporting dashboard trends in case flows and call handlings - Assisting in Tier 2 Service Projects - Working basic break/fix Regional Pod tickets - Building client documentation - Having fun and letting your hair down!!!Four Month Timeline of Growth Month 1: - Familiarize with toolsets - Train with SDM on daily SOPs for Help Desk Technicians - Begin listening to and documenting voicemail cases - Understand Salesforce and dashboard monitoring and reporting Month 2: - Begin making outbound calls to clients on Level 1 cases - Setting up new computers for clients - Assisting in Tier 2 Service Projects - Conducting case QA’s Month 3: - Build reports on case QA’s and review with SDM - Begin making outbound calls to clients on voicemail tickets - Assisting in building documentation for clients Month 4: - Begin receiving inbound calls and working Tier 1 Help Desk tickets - Close 3 tickets a day from inbound calls and Level 1 Regional Pod’s - Review and contribute to 3 client’s documentation weekly - Own 1 service project from start to completion Upon successful completion of Month 4, you will be evaluated in becoming a Help Desk Technicia