IT Help Desk I

2 weeks ago


Savannah, United States Palmetto Technology Group, Inc. Full time
Job DescriptionJob DescriptionINFINITY 

JOB SUMMARY: Responsible for initial triage and resolution of basic remote support requests.  
 
POSITION RESPONSIBILITIES:  
 
Technical: 
  • Follow detailed processes to deliver consistent results 
  • Provide basic support of Microsoft’s core business applications and other line-of-business applications 
  • Provide basic support of computer hardware, including workstations, servers, printers, and telephony devices 
  • Provide basic support of network hardware, including switches, routers, firewalls and wireless access points 
  • Provide basic support of network security solutions 
  • Provide basic support and management of VoIP systems 
  • Onboard and Offboard users through Active Directory 
  • Provide support of backup and disaster recovery solutions 
  • Provide basic support of VPNs and RDS 
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets 
  • Provide after-hours support per scheduled on call rotation 
 
Operational: 
  • Triage incoming service tickets 
  • Resolve quick fix tickets as scheduled 
  • Escalate and schedule service tickets that require higher level or onsite support 
  • Resolve RMM tickets 
  • Provide live answer help desk support 
  • Thoroughly document tickets on a real-time basis 
  • Consistently exceed defined Service Level Agreements 
  • Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection 
  • Document internal processes and procedures related to duties and responsibilities 
 
QUALIFICATIONS/SKILLS: 
 
  • Strong verbal and written communications skills 
  • Strong technical diagnostic skills 
  • Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency 
  • Technical awareness: ability to match resources to technical issues appropriately. 
  • Understanding of technical support tools and techniques used to provide IT services  
  • Typing skills to ensure quick and accurate entry of service request details. 
  • Self-motivated with the ability to work in a fast-moving environment 
 
CREDENTIALS AND EXPERIENCE: 
 
  • 1-2 years of Help Desk Support experience 
  • Microsoft MCP of Current OS or completion within 3 months of employment 
  • A+ or Network + preferred 
 
MEASURES OF PERFORMANCE: 
 
  • 3X W2  
  • 18 help desk tickets resolved per day 
  • 30 quick fix tickets resolved per scheduled day 
  • Real-time Ticketing 
  • Ticket Quality Assurance score > 95%  
  • Personal CSAT Score > 96% 
  • 100% Compliance TAP training goals 
 

 

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