Technical Support Specialist (Tier I) Helpdesk

SMB IT Solutions•Smyrna, GA

7d•$45,000 - $50,000•Onsite

About The Position

The Junior Help Desk Technician provides first-level support for client requests, serving as the initial point of contact for help desk tickets and ensuring issues are handled promptly while clients receive clear updates throughout the process. The technician uses the organization’s ticketing system and monitoring and management tools to troubleshoot, document, manage, and resolve tickets and service requests. They can seek assistance from or escalate issues to other members of the Service Delivery Team. The role may also support project delivery remotely or on site when the projects team needs additional resources. The technician follows schedules, standard operating procedures, and security procedures; reports risks; completes timesheets and expense reports; and contributes ideas for process improvement. The position has no supervisory responsibilities and may lead to roles such as Senior Help Desk Technician, Network Engineer, Account Manager, Virtual CIO, CTO, or Service Delivery Manager.

Requirements

Four-year degree from an accredited institution, as stated under Required Education/Certification.
Associate degree, listed as required under Education.
At least 1 year of Tier I experience.
At least 2 years of Windows experience.
Experience using a ticketing system, an RMM tool, and PSA software.
Experience providing support via remote tools and handling technical service tickets.
Experience and knowledge working with the Microsoft 365 platform.
Experience working at a help desk or for a Managed Service Provider (MSP)/IT support business.
Strong understanding of operating systems, business applications, printing systems, and network systems.
Knowledge of IT applications, software, and hardware; advanced user-level IT literacy; and an understanding of support tools, techniques, and how technology is used to provide services.
Ability to type quickly and accurately while talking on the phone.
Strong communication and listening skills, problem-solving ability, and a strong focus on client experience.
Ability to adapt to the fast-paced IT environment.
Valid driver's license.
Ability to travel within the Atlanta Metro area, sometimes on short notice, and provide after-hours support and weekend implementation as needed.

Nice To Haves

Professional IT certifications such as CompTIA A+, Microsoft MCP, MCSA or MCSE, ITIL, or ITSM.

Responsibilities

Provide the first point of contact for customers through the help desk by phone, email, or ticket.
Deliver a friendly, quick, and helpful client experience.
Provide basic remote troubleshooting.
Use the ticketing system to work on and resolve help desk tickets and service requests, and record all work.
Maintain client documentation, split tickets containing multiple issues into individual tickets, and prevent tickets from becoming stale.
Review the RMM dashboard and perform remediation actions and scheduled or automated actions according to established processes.
Assist with project delivery remotely or on site when requested.
Escalate tickets requiring support from a Senior Help Desk Engineer.
Communicate ticket status and relevant changes or outages to clients throughout the process.
Submit timesheets and expense reports according to standard operating procedures.
Identify, communicate, and mitigate potential risks to the Service Desk Manager and clients.
Follow the schedule provided by the Service Desk Manager or Service Coordinator/Dispatcher.
Follow standard operating procedures for recurring daily and weekly tasks and comply with security procedures.
Watch for security issues, identify improvement opportunities, make constructive suggestions, and contribute to process changes.
Undertake other duties as required by the Service Desk Manager or CTO.