Position Summary: The Helpdesk Technician is responsible for initial triage activities for all
service requests coming into Service Delivery. In addition they will handle Tier 1 service requests and
hardware repair as their schedule allows.
Skill Requirements: The Helpdesk Technician requires:

• Exceptional communication skills.
• The ability to multi-task, prioritize, and adapt to changes quickly.
• The drive to build Client loyalty through transparency and vulnerability.
• Previous Client Service or phone related skills; familiarity with computer system support
  terminology concepts.
• A strong knowledge of computer hardware and operating systems.
• The ability to diagnose technical issues quickly and apply appropriate troubleshooting measures.
• The ability to translate complex technical terms into easy-to-understand language.
• A basic understanding of business applications, operating systems, print and network systems.
• Experience working with Active Directory.

Essential Duties and Responsibilities: The Helpdesk Technician will:

• Be actively engaged in a professional growth plan.
• Answer incoming phone calls to service delivery teams.
• Triage digitally created service requests.
• Repair computer hardware and software issues.
• Communicate proactively with Clients about progress toward resolution.
• Support retail floor as needed.
• Provide tier 1 support for technical issues involving core business applications and operating
  systems.
• Implement and support basic remote access solutions.
• Document all interaction with Clients in appropriate software.

This is not a comprehensive list of the responsibilities and duties associated with the position. Additional
tasks may be assigned to the Teammate from time to time and the scope of this position may change as
necessitated by business demands.

Measures of success: We feel it is important to know what it means to be successful in this position. This is what success
looks like for someone in this job:

• Excellent triage and dispatch SLA's for each priority.
• Excellent time since last update for all tickets.
• Customer Satisfaction Scores exceed expectations.

Company expectations: MapleTronics Teammates are committed to living out our core values. Teammates are expected to:

• Demonstrate professional character, attitude, and appearance at all times.
• Aspire to expand their knowledge and skill set.
• Think in ways that seeks possibility, calls out potential, and doesn't settle for the easy answer.
• Provide service to all with a joy filled energy.
• Develop and journey toward fulfillment of their own personal and professional mission.
• Hold others within the organization to the same standards expected from them.

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