Technical Support Specialist

SMB IT Solutions•Smyrna, GA

22h•Onsite

About The Position

The Junior Help Desk Technician plays an important role in making sure that our Clients are exceptionally happy. This role handles the first level support requests that come in from our Clients. They are the first to touch a help desk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way. When help is needed, the Junior Help Desk Technician can get help from or escalate issues to other members in the Service Delivery Team.

Requirements

A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Strong understanding of operating systems, business applications, printing systems and network systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
IT literate – Advanced user level
A deep desire to deliver an amazing Client Experience
Driver’s license
The ability to keep up with & adapt to the fast-paced IT world
Help Desk: 1 year (Required)
Ability to Commute: Smyrna, GA 30080 (Required)
Ability to Relocate: Smyrna, GA 30080: Relocate before starting work (Required)
4-year degree from an accredited institution

Nice To Haves

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Experience and knowledge of working with the Microsoft 365 Platform
Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Client Experience Certifications such as Help desk Habits, etc.
Experience working either on a Help desk or for a Managed Service Provider (MSP) / IT Support Business.

Responsibilities

Providing a first point of contact for customers through our help desk via phone, email or ticket
Delighting Clients with a Friendly, Quick and Helpful Experience
Providing the Client with basic remote troubleshooting
Using our Ticketing System to work on and resolve Help desk Tickets & Service Requests
Managing and recording all work through our Ticketing System
Ensuring that Client Documentation is well maintained
Splitting tickets that have several issues into their own individual ticket
Ensuring that tickets aren’t “stale” throughout the process
Reviewing the RMM dashboard and applying remediation actions as indicated by our Processes
Reviewing regularly scheduled/automated actions as indicated by our Processes
Assisting the projects team with project delivery, either on site or remotely, when opportunities arise
Escalating tickets that require Senior Help desk Engineer support
Communicating to the client the status of their ticket every step of the way, notifying them of any changes or outages related to their issue
Submitting Time sheets & Expense reports as indicated on their SOPs
Identifying, Communicating and Mitigating potential risks to the Service Desk Manager and Clients
Following the schedule provided by the Service Desk Manager or Service Coordinator / Dispatcher
Following Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Following all Security Procedures and Keeping a Vigilant Eye for Security Issues
Identifying opportunities for improvement and making constructive suggestions for change
Contributing to the process of innovative change effectively
Undertaking other duties as required by the Service Desk Manager