The Junior Helpdesk Technician handles the first-level support requests that come in from our Clients. They are the first to touch a helpdesk 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 Helpdesk Technician can get help from or escalate issues to other members of the Service Delivery Team.
RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
✓ Providing a first point of contact for customers through our helpdesk, be that via phone,
email, or ticket
✓ Delight our Clients with a Friendly, Quick, and Helpful Experience
✓ Provide the Client with basic remote troubleshooting
USE OF OUR TICKETING SYSTEM
✓ Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
✓ Managing and recording all work through our Ticketing System
✓ Make sure that Client Documentation is well maintained
✓ Split tickets that have several issues into separate tickets.
✓ Make sure that tickets aren’t “stale” throughout the process
USE OF OUR MONITORING & MANAGEMENT TOOL
✓ Review the RMM dashboard and apply remediation actions as indicated by our Processes
✓ Review regularly scheduled/automated actions as indicated by our Processes
PROJECT WORK
✓ From time to time the projects team will need additional resources to help deliver
projects either on-site or remotely. When opportunities arise the Junior / L1 Technician
may be required to help with project delivery
COMMUNICATION, REPORTING & RISK
✓ Escalate tickets that require Senior Helpdesk Engineer support
✓ Communicate to the client the status of their ticket every step of the way, notify them of
any changes or outages related to their issue
✓ Submit Timesheets & Expense reports as indicated on their SOPs
✓ Identify, Communicate, and Mitigate potential risks to the Service Delivery Manager
and Clients
TEAMWORK
✓ Follow the schedule provided by the Service Delivery Manager or Service Coordinator /
Dispatcher
COMMUNICATION, REPORTING & RISK
✓ Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
✓ Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
✓ Identify opportunities for improvement and make constructive suggestions for change
✓ Contribute to the process of innovative change effectively
✓ Undertake other duties as required by the Service Delivery Coordinator, Service
Delivery Manager, or CTO
SKILLS AND ATTRIBUTES DESIRED
✓ 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
✓ Great Communications skills, founded in being a good listener
✓ IT literate – Advanced user level
✓ A deep desire to deliver an amazing Client Experience
✓ The ability to speak both Geek and Human
✓ The ability to keep up with & adapt to the fast-paced IT world
NICE TO HAVE
✓ 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 etc.
✓ Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT
Support Business.
PERKS
- Generous incentives for reaching Team and Company Goals
- An easy-going environment and culture (we all enjoy what we do)
- The flexibility to work from home (we run a Hybrid office)
- A Proactive Approach to Ongoing Training to help you develop life-long skills
CAREER GROWTH
For someone looking to progress their role, the Junior Helpdesk Technician naturally leads into
roles such as the Full-time Junior Helpdesk Technician, Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO, or Service Delivery Manager.
Job Type: Full-time
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- On call
Application Question(s):
- Are you willing to take a drug test, in accordance with local law/regulations?
- Are you comfortable working in a remote setting?
- On a scale of 1 to 5, how would you rate your customer service skills? (1 being the lowest and 5 being the highest)
- Experience with Ticketing Systems: Have you used any ticketing systems in your previous roles?
- Do you have experience with operating systems, business applications, printing systems, and network systems?
- Problem-Solving Skills: On a scale of 1 to 5, how would you rate your problem-solving skills? (1 being the lowest and 5 being the highest)
- Communication Skills: On a scale of 1 to 5, how would you rate your ability to explain technical issues to non-technical people? (1 being the lowest and 5 being the highest)
- Remote Troubleshooting: Have you had experience with remote troubleshooting?
- Risk Management: On a scale of 1 to 5, how would you rate your ability to identify and mitigate potential risks? (1 being the lowest and 5 being the highest)
- Teamwork: On a scale of 1 to 5, how would you rate your teamwork skills? (1 being the lowest and 5 being the highest)
- Project Work: Have you been involved in project delivery before?
- IT Literacy: On a scale of 1 to 5, how would you rate your IT literacy, including your knowledge of IT applications, software, and hardware? (1 being the lowest and 5 being the highest)
Work Location: Remote
