Level-1 Service Desk Technician

4 weeks ago

Deerfield Beach, United States QUESTINGHOUND TECHNOLOGY PARTNERS Full time
Job DescriptionJob Description

 

Why QuestingHound?

· Are you looking for an opportunity to learn and grow your technical skills?

· Do you want to be exposed to different environments?

· Do you want to work with a team of people that are willing to mentor you?

· Do you want to work in an environment where management wants you to succeed, and will invest in your success?

· Do you have a passion for technology and customer service?

If you answered yes to the questions above we welcome you to apply for the Level 1 Service Desk Technician position.

 

 

Job Title:

Level 1 Service Desk Technician

Compensation: $15.00 - $22.00/Per Hour

Reports to: Service Manager

Department: Technology Services

 

Job Description

The Level 1 Service Desk Technician is responsible for handling all first respondent service requests in a professional and timely manner with an increased focus on exceptional customer service and timely ticket response, follow-up, and completion.

Areas of responsibilities include:

· Service/Ticket Dispatch

· Workstations (Windows/MAC)

· Backups

· Printers personal to enterprise-class

· Networks, including Wireless

· Vendor Specific Software

 

Basic Functions

  • IT Technical support (Able to answer support emails and calls within the desired SLA)
  • Act as the first point of contact for customers seeking technical assistance over the phone or via email
  • Must be able to decipher technical problems from a non-technical customer
  • Follow the Process for Dispatch and Escalation of Tickets
  • Basic be able to provide basic technical support for Workstations, Backups, Applications, Printers, Email, Networks, Phones, and more…
  • Monitor the management system alerts and notifications and respond accordingly through service tickets.
  • Follow the dispatch, ticket, and time entry procedures
  • System documentation maintenance review
  • Participate in Backup Audits
  • Participate in Team Meetings and provide input
  • Provide excellent customer service via email and phone
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed on outages.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Attempting to resolve issues within an hour time and escalating when appropriate

 

 

Additional Duties and Responsibilities:

· Goal is to achieve 70% first-time resolution

· 95% Support work, 5% Project Work

· Ability to work in a team and communicate effectively.

· Escalate service requests that require Tier 2/3 level support.

· Responsible for entering time appropriately

· Understand the QuestingHound processes by completing all onboarding assigned training

· Enter all work as service tickets in ConnectWise.

· Pass feedback by customers to the Service Manager

· Identify and Suggest ways for continuous improvement

Knowledge, Skills, and/or Soft Skills Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

· Good understanding of troubleshooting Desktops, Printers, Backups, Networks, and Security

· Excellent Interpersonal skills: such as telephony skills, communication skills, active listening, and customer service.

· Positive Attitude with a Strong Desire to Learn and Grow both Personally and Professionally

· Must be a Team Player with a can-do Attitude

· Ability to multi-task and work well under high-pressure situations

· Ability to embrace change and adapt quickly

· Able to deal with difficult clients and provide excellent customer service

· Diagnosis skills and skills with troubleshooting technical issues

· Self-motivated with the ability to learn quickly

· Analytical Mind with Logical Step by Step thinking

· Passion for Technology and willingness to learn

· Able to follow processes and procedures and document changes as needed

Educational/Vocational/Previous Experience Recommendations:

· BA/BS, preferably in computer science or a related field

· 1 - 2 years of IT or related experience

Benefits:

· Competitive salary based on experience and qualifications

· Health benefits included

· Full on-the-job training & support

· Weekly Company Paid Lunch

· Fun working environment and culture

· Great opportunity for advancement

 

Company DescriptionWhy QuestingHound?

• Named U.S. Top 500 Managed Service Provider

• Do you want to be exposed to different environments?

• Do you want to work in an environment where management wants you to succeed, and will invest in your success?

• Do you want to work in a diverse environment where no two days are the same?

• Do you have a passion for technology and customer service?

• Do you enjoy teaching and mentoring others?

• Health benefits included.

• Full on the job training & support.

• Weekly Company Paid Lunch.

• Fun working environment and culture.

If you answered yes to the questions above, we welcome you to apply for the Office Manager - I.T. Service DispatchCompany DescriptionWhy QuestingHound?\r
\r
• Named U.S. Top 500 Managed Service Provider \r
\r
• Do you want to be exposed to different environments?\r
\r
• Do you want to work in an environment where management wants you to succeed, and will invest in your success?\r
\r
• Do you want to work in a diverse environment where no two days are the same?\r
\r
• Do you have a passion for technology and customer service?\r
\r
• Do you enjoy teaching and mentoring others?\r
\r
• Health benefits included.\r
\r
• Full on the job training & support.\r
\r
• Weekly Company Paid Lunch.\r
\r
• Fun working environment and culture.\r
\r
If you answered yes to the questions above, we welcome you to apply for the Office Manager - I.T. Service Dispatch

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