Junior Helpdesk Technician - Riverside, United States - My MSP Solutions, Inc.

Description

OVERVIEW
The number one goal of everyone in our team is to make our clients exceptionally happy. The
Junior Helpdesk Technician plays an important role in making sure that happens.

The
Junior 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 Helpdesk Technician can get help from or escalate issues to other members in
Service Delivery Team.

RESPONSIBILITIES & TASKSCUSTOMER SERVICE

• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with basic remote troubleshooting

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 regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

• 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 delivery

COMMUNICATION, REPORTING & RISK

• 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
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the
  Service Delivery Manager and Clients

TEAMWORK

• 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 the
  Service Delivery Coordinator,
  Service Delivery Manager,
  CTO or CEO

SKILLS AND ATTRIBUTES REQUIRED

• Ability to work from home with a quiet work space and high speed internet
• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• An understanding of support tools, techniques and how technology is used to provide services
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek
  and human
• Great Communications skills, founded in being a good listener

• IT literate

• Advanced user level
• A deep desire to deliver an amazing Client Experience
• Ability to travel to client locations for onsite work
• Active CA driver's license
• Reliable transportation
• The ability to keep up with & adapt to the fastpaced IT world
• Must be able to successfully pass a background screening

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.

PHYSICAL DEMANDS

• Clear vision (close, distant, peripheral, and depth perception) is needed for reading and reviewing reports and policies, operating data processing equipment.
• While preforming the duties of the position, you will need to be able to talk and hear.
• You may be required to stand, walk, sit and use hands to manipulate, handle or feel.
• You may be required to reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl.
• You must be able to lift and/or move 50 pounds and occasionally lift and/or move up to 100 pounds.

PERKS

• Get your birthday off
• Paid Time Off
• Paid Holidays
• We offer Health, Dental and Vision
• An easygoing environment and culture (we all enjoy what we do)
• Work from home
• A Proactive Approach to Ongoing Training to help you develop lifelong skills
• Mileage reimbursement when traveling to/from client locations

CAREER GROWTH
For someone looking to progress their role, the
Junior Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer,