Tier 1 IT / MSP Tech Support Job Opening
|JOB TITLE:||Junior / Level 1 Helpdesk Technician|
|SALARY RANGE:||$18-28/hr DOE plus bonuses|
|HOURS OF WORK:||40 hours per week M-F|
|RESPONSIBLE TO:||Service Delivery Manager|
Intechtel is a Coeur d’Alene based provider of all things INternet, TECHnology, and TELephone that is fanatical about demystifying the complexities of technology and providing amazing customer service with every interaction. The number one goal of everyone in our team is to make our Clients exceptionally happy by solving their tech issues. The Junior/Tier 1 Helpdesk Technician plays an important role in making sure that happens.
The Junior/Tier 1 Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk 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 Junior/Tier 1 Helpdesk Technician can get help from or escalate issues to other members in Tech Support Team.
A high level of customer service and communications ability is more important than having great IT skills at this level. As you learn and grow through experience, you will naturally learn more about the IT aspects.
RESPONSIBILITIES & TASKS
Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with basic remote troubleshooting and support
USE OF OUR TICKETING SYSTEM
Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process
USE OF OUR MONITORING & MANAGEMENT TOOL
Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes
From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project support
COMMUNICATION, REPORTING & RISK
Escalate tickets that require Senior Helpdesk Engineer support
Monitoring support email box for incoming requests, triage all requests, open tickets, and provide first contact to the client
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
Submit Timesheets & Expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Tech Support Team and Clients
Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by Tier 2/3 techs, Field Services management, or other members of the Tech Support Team.
SKILLS AND ATTRIBUTES
A love of (and ability to) Solve Problems & Challenges
Not KNOWING all the answers, but knowing HOW TO FIND the answers, and not being afraid to ask questions.
Ability to multitask and switch between several tasks while ensuring that all tasks are handled. Retention of training and instructions for future use.
Great Communications skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Strong understanding of operating systems, business applications, printing systems and network systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Basic Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
IT literate – Advanced user level
A deep desire to deliver an amazing Client Experience
The ability to speak both Geek and Human
The ability to keep up with & adapt to the fast-paced IT world
NICE TO HAVE
Experience using a Ticketing system / RMM Tool and PSA software
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.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
For someone looking to progress their role, the Junior/Tier 1 Helpdesk Technician naturally leads into roles such as: the Senior/Tier2/3 Helpdesk Technician, Network Engineer, etc.
Company provided desktop AND laptop and other tools
Company provided cell phone
All the coffee you can handle!
Company service vehicle and fuel card (following probationary period)
Company paid industry training and certifications
Paid holidays, insurance, and PTO (following probationary period)
Use of company tech lab to develop and build skills
Ready to take the next step in your Information Technology career? Fill out the form below and we will reach out!
We serve clients in Coeur d’alene, Post Falls, Hayden, Spokane and surrounding areas in the Northwest. Shoot us an email, give us a call, or fill out our message form to contact a representative at Intechtel. We look forward to hearing from you!