Tier 2 Helpdesk Technician

Overview

JOB TITLE:

Senior / Level 2 Helpdesk Technician

Salary Range: $50,000 - $65,000 + Benefits

Hours of Work: 40 hours per week

Location:

Smyrna, GA

Leave Entitlement: 15 days per year

Responsible To:
Service Desk Manager

• Customer service – Work on and resolve escalated Help Desk Tickets
• Delight clients with a friendly, quick and helpful experience
• Provide the client with basic remote troubleshooting
• Remote hardware maintenance and support

• Use of our Ticketing System to work on and resolve Help Desk Tickets & Service Requests in real time
• Manage and record all work through the Ticketing System
• Ensure client documentation is well maintained
• Split tickets with multiple issues into individual tickets
• Ensure tickets are not stale throughout the process

• Use of our Remote Management & Monitoring (RMM) Tool
• Review RMM dashboard and apply remediation actions per processes
• Review regularly scheduled/automated actions as indicated by processes

• Project Work – May be required to assist with project delivery on site or remotely

• Communication, Reporting & Risk – Escalate tickets requiring Service Delivery Manager support
• Communicate ticket status to the client at each step and notify of outages or changes
• Submit timesheets & expense reports as per SOPs
• Identify, communicate and mitigate potential risks to Service Delivery Manager and Clients

• Teamwork – Mentor junior team members; follow schedule and SOPs; follow security protocols
• Identify opportunities for improvement and contribute to process changes
• Undertake other duties as required by Service Desk Manager or CTO

• Strong problem solving and communication skills; ability to listen
• Advanced understanding of support tools, techniques, and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Advanced diagnosis of issues related to end-user hardware, software and network devices
• Advanced experience with the Microsoft 365 Platform
• Ability to type quickly and accurately while talking on the phone
• Desire to deliver an amazing client experience
• Advanced knowledge of IT applications, software and hardware
• Ability to speak both Geek and human
• Driver’s license
• Ability to keep up with and adapt to the fast-paced IT world

• Experience using a Ticketing system, RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications (e.g., CompTIA Network+, Security+; Microsoft MS-900, AZ-900, SC-900, ITIL/ITSM, etc.)
• Client Experience Certifications (e.g., Help desk Habits)
• Experience at a Help Desk or MSP/IT Support Business

• 4-year degree from an accredited institution

• Ability to sit, talk, and listen; use hands; reach with hands and arms; stand and walk
• Lift and/or move up to 50 lbs occasionally
• Ability to travel within the Atlanta Metro area and provide after-hours support and weekend implementation as needed

• This position has no supervisory responsibilities.

For someone looking to progress their role, the Senior Help Desk Technician naturally leads into roles such as the Service Delivery Manager.

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Paid time off
• Professional development assistance
• Retirement plan

• Monday to Friday
• On call

• Associate (Required)

• Tier II: 3 years (Required)
• Windows: 5 years (Required)
• Mac: 5 years (Required)

• Driver's License (Required)

In person