Helpdesk – IT Journey

Overview

Help Desk Support - Level 1 Tomorrow's Technology Today is a fast-growing IT Managed Service Provider located in St. Henry, OH serving small and medium sized businesses in North-West Ohio and North East Indiana. We deliver worry-free technology that protects and grows our clients' businesses and are highly focused on customer service. Our goal is to build a great company with great people that delivers great results.

Your efforts are definitely noticed and appreciated and you can make a real difference and impact!

We need a new member for our team. Intelligence, excellent communication, team-player, hard work and ambition are a given. To fit in, we are looking for someone who has a helpful/positive/can-do attitude, a commitment to excellence, strives to do the right thing (reputation outweighs profit every time), is driven to constant improvement and has the right mix of confidence and humility.

If this sounds like you then you’ve found the right place.

The Help Desk Support - Level 1 is responsible for managing and maintaining our end client’s networks. Ensuring client satisfaction and quieting their networks are essential in this position.

• The Help Desk Support - Level 1 is a key contributor in the success of managing our client’s networks. This is achieved by quickly resolving incidents that our clients open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware.
• Provide and maintain detailed documentation on each job.
• Remain in contact with the client through the completion of the incident.
• Balance multiple tasks, stay organized, and keep a disciplined approach to oversee clients’ needs in a fast-paced environment.
• Diagnose problems remotely with excellent listening, questioning, and resourcefulness.
• Communicate effectively with employees, clients, and vendors in English, both verbally and in writing.
• Build positive and collaborative relationships; willingness to develop professionally and continue education.

• Excellent computer skills and knowledge in basic networking configurations.
• Experience with Windows 11, Microsoft 365, printers.
• Strong client relationship skills.
• Ability to maintain detailed documentation on each job and stay in contact with the client until incident resolution.
• Strong organizational and problem solving skills; ability to plan and troubleshoot technical equipment.
• Interpersonal skills to manage multiple tasks and handle stress; ability to listen, ask insightful questions, and be resourceful.
• Strong communication skills to support a wide variety of users and their technical needs.
• Self-motivated, organized, and detail-oriented.
• Ability to meet reasonable deadlines and plan support strategies based on client requirements.

• Physically capable to perform tasks; reasonable accommodations may be made for disabilities.
• Tasks may require walking, sitting, bending, reaching, mobility, and lifting up to 50 lbs.
• Valid driver’s license and reliable transportation; occasional client visits required.

Success in the Help Desk Support - Level 1 position will be based on meeting or exceeding client expectations and SLAs. Expect to record activities for justification to the client. The team will be evaluated on client agreement profitability and the number of incidents resolved before they impact clients. A bonus program is available based on hours allocated to helpdesk, professional services, and managed services.

• A+ Certification is preferred and must be attained in the first 90 days.
• Microsoft Certified Professional (MCP) is preferred or required within the first year.
• 2+ years of experience in computer network management is required.
• Experience in managing end client networks is preferred.
• Experience with Autotask, N-able NCentral, Sentinel One, Ubiquiti, and Sonic Wall is a plus.

Normal professional, office environment. Other duties may be assigned as needed.

Salary: $21.00 per hour

Job Posted by Applicant Pro

• Entry level

• Full-time

• Information Technology

• IT Services and IT Consulting

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