Helpdesk Technician

About ROBO: ROBO is a fast-growing IT service provider. We pride ourselves on doing two things: delivering exceptional customer service and developing elite technical talent. If you-re looking for a chance to grow and thrive on technical challenges to solve, we-re your dream come true.

ROBO Culture: ROBO is founded on its 5 core values: Endless Learning, Caring is Our Superpower, Own the Problem, Follow Up & Follow Through, and Adapt and Overcome. ROBOs live out the core values every day and are fanatical about providing the best customer service. At ROBO we are passionate about our employees, helping them develop their skill and knowledge to reach beyond their potential.

Position Summary: The primary contribution of the Helpdesk Technician at ROBO is to solve technical issues for customers in an efficient manner. The Helpdesk Technician must be a constant learner who is driven to research and solve problems. They must be an effective communicator who can quickly connect with customers and set them at ease. This role requires the Technician to be organized and resourceful and ask for help when needed. To be successful in this role, the Helpdesk Technician must take ownership of each ticket assigned to them and ensure that the customer is fully satisfied with the final outcome and service.

Benefits:

• Medical, Dental and Vision Insurance
• 401k with company match
• Paid time off and holidays
• Parental leave
• Professional Development Assistance
• Mileage reimbursement

Responsibilities

• Ask the right questions and document all critical information
• Take accurate notes and enter details into internal system
• Resolve client issues within stipulated time-frame
• Communicate with clients and internal team on ticket status and progress to resolution
• Maintain a courteous, compassionate and professional manner in all situations
• Support for Microsoft related technologies
• Monitor calendar, emails, chat channels and schedule with real-time updates

Qualifications

• MSP experience is highly preferred
• A+ Certified, Network Plus highly preferred
• Must be fluent in Windows and Office applications
• Experience in Office 365
• Experience in Windows Servers and Active Directory
• Task-driven and results-oriented
• Must be organized with an attention to details and information
• Good and reasoned communication
• Ability to learn quickly and effectively