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Cybermind Corporation - Kalamazoo, MI

posted 2 months ago

Full-time - Entry Level
Hybrid - Kalamazoo, MI
1-10 employees
Administrative and Support Services

About the position

The Junior Helpdesk Technician plays a crucial role in providing first-level support to clients, ensuring their issues are addressed promptly and effectively. This position involves handling helpdesk tickets, communicating with clients, and collaborating with the Service Delivery Team to resolve technical problems. The role offers opportunities for professional development and exposure to various technologies, making it ideal for individuals looking to grow in the technology industry.

Responsibilities

  • Providing a first point of contact for customers through the helpdesk via phone, email, or ticket.
  • Delighting clients with a friendly, quick, and helpful experience.
  • Providing clients with basic remote troubleshooting.
  • Using the ticketing system to work on and resolve helpdesk tickets and service requests.
  • Managing and recording all work through the ticketing system.
  • Maintaining well-documented client information.
  • Splitting tickets with multiple issues into separate tickets.
  • Ensuring tickets are not stale throughout the process.
  • Reviewing the RMM dashboard and applying remediation actions as indicated by processes.
  • Assisting with project delivery when required by the projects team.
  • Escalating tickets that require senior helpdesk engineer support.
  • Communicating the status of tickets to clients throughout the process.
  • Submitting timesheets and expense reports as indicated in SOPs.
  • Identifying, communicating, and mitigating potential risks to the Service Delivery Manager and clients.
  • Following the schedule provided by the Service Delivery Manager or Service Coordinator/Dispatcher.
  • Following standard operating procedures for daily/weekly recurring tasks.
  • Adhering to security procedures and maintaining vigilance for security issues.
  • Identifying opportunities for improvement and making constructive suggestions for change.

Requirements

  • A love of solving problems and challenges.
  • Great communication 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.
  • Ability to type quickly and accurately while talking on the phone.
  • A deep desire to deliver an amazing client experience.
  • Knowledge of IT applications, software, and hardware.
  • Ability to communicate effectively with both technical and non-technical audiences.
  • IT literate at an advanced user level.
  • Ability to adapt to the fast-paced IT world.

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 Helpdesk Habits.
  • Experience working on a helpdesk or for a managed service provider (MSP)/IT support business.

Benefits

  • Flexible schedule
  • Opportunities for advancement
  • Work from home
  • Get your birthday off
  • Generous incentives for reaching team and company goals
  • An easy-going environment and culture
  • High-powered laptop
  • Proactive approach to ongoing training to help develop lifelong skills
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