Help Desk - Level One/Entry Level

Job description

Help Desk Support L1
Description

At The ArcLight Group, LLC, you’ll not only work at one of the Best Places to Work in Tulsa, but you’ll also work with the best of the best. We’re always looking for the best—the best talent, the best attitude, the best fit.

So how do we find the best? Well, it’s not easy. Some key ingredients include a leadership team that really cares, an intense interview process (we don’t hire just anyone!), team members who strive for excellence, and a common mission to help people in general and our clients in specific. We hire great people to keep our company strong.

Are you ready to work with the best of the best and grow with us?

We are looking for Help Desk L1 Support to help serve our growing team. The perfect candidate must have a servant attitude, excellent troubleshooting skills, and a hunger to constantly learn. You will help support our business clients both on-site and remotely using our state-of-the-art remote management and monitoring solutions. You will be constantly looking for new ways to improve and automate processes within IT, our organization, and our clients.

You will have opportunities to expand your skills and knowledge in new areas and technologies. As the organization grows so does your opportunity to grow within it.

Summary:

The Help Desk L1 is an entry level position that provides technical support to users in an efficient and accurate manner. This individual operates on the front line and will solve basic technical problems, provide support for all assigned areas, and perform standardized maintenance tasks. The position is responsible for peripheral equipment, networks, communications equipment, and providing support for users’ software and hardware needs. This person is the first point of contact for customer issues and must maintain a professional demeanor both with the client and internal staff.

Skills:

This is an entry level position however basic troubleshooting skills and experience is a must. The right candidate will have experience building a computer, installing hardware & operating systems, and configuring a small network such as a home or small business router/firewall, network switch, and associated configurations such as DHCP, DNS, and static or dynamic IP addressing. Although this is an entry level position the person who fills this role will be given support and project tasks that meet or exceed the employees current skillset.

• Enjoys helping users with computer issues both remotely and in person
• Ability and willingness to follow instruction
• Puts priority on relationships and relationship building
• Note taker, organizer, and planner by nature
• Meticulous documenter of systems and processes
• Good organizational skills and the ability to multitask in a fast-paced environment
• Effective written and oral communication skills
• Problem Solving/Analysis
• A strong passion for doing the right thing in all things at all times
• Self-starter

Responsibilities:

Upon successful completion of training and at the direction of upper-level technicians:

• Provide first or second level contact and convey resolutions to customer issues
• Seek assistance from System Administrators for unresolved queries
• Track, route, and redirect problems to correct resources
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of Help Desk procedures, products, and services
• Perform preventive maintenance for computer, data communication and/or peripheral equipment.
• Work autonomously and within a group
• Other duties as assigned

At ArcLight we do not expect our Help Desk L1 tech’s to know everything, but we do expect them to be able to find solutions, identify the most likely solution, test a solution without risk to client, and ask reasonable and well thought out questions of upper level techs when necessary to ensure timely resolution support requests and projects.

Education/Experience

• High school diploma or GED
• Previous work in a technical area
• Proficiency in English

Job Type: Full-time

Pay: $15.00 - $20.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• Under 1 year

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Application Question(s):

• You may be required to travel to and from client sites. To do this you are required to have reliable transportation. Do you have reliable transportation?

Experience:

• Help desk: 1 year (Required)
• Connectwise Management: 1 year (Preferred)

Work Location: In person