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Form of workJob Description
Our company foundation is built on Integrity, Excellence, Accountability and Teamwork. These four core values support our vision and shape our culture. We use these values to determine success within every facet of our business. At 1Path, we want our employees to have a fulfilling career. We continue to show our commitment to this by offering competitive benefits, compensation, and development opportunities.
About 1Path
1Path is a true end-to-end IT provider. As a trusted IT provider for over 15 years, 1Path is the single source for comprehensive technology support for our clients: from the design/build stage through 24x7 monitoring and account management. We provide a variety of services from Outsourced Managed Services, Cyber Security, Cloud Solutions, Workplace Technologies, to Project Management.
Our company foundation is built on Integrity, Excellence, Accountability and Teamwork. These four core values support our vision and shape our culture. We live by them every day, measure our success, and continually grow. At 1Path we want our employees to have fulfilling careers and we commit to our employees by offering competitive benefits, compensation, and development opportunities. If you want to be an integral part of a rapidly growing, cutting-edge technology company with huge growth potential, 1Path is the one choice for you.
About the Role
We are seeking a Help Desk Technician to join our team! This is an entry level role with our Business Process Outsourcing team where we want to teach you all about what it takes to be a true professional in the IT world. This role will expose you to various process and systems within Information Technology, allowing you to grow your technical and professional acumen as you embark on your career as an IT professional!
Responsibilities and Duties
- Serve as the first point of contact for end-users seeking technical support via phone, email, and/or chat channels. Caller's concerns will be IT in nature and related to systems, software, or hardware.
- Utilize probing questions to gather important information and accurately document tickets that need to be created or updated.
- Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support.
- Perform basic remote troubleshooting by walking customers through problem-solving processes and probing questions.
- Identify and suggest possible improvements in established procedures.
- Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication.
- Preserve and grow your knowledge of 1Path procedures, products, and services.
- Maintain performance standards by meeting or exceeding department KPIs.
- Flexible to work various schedules, which may include day, evening, night, weekends, and some holidays/rotating schedules, as needed to meet service standards and business needs.
- Work independently and as part of a team.
- Professional accountability and ability to maintain reliable and expected attendance.
- Ability to correctly assess a situation and come up with a logical resolution and seek assistance if required.
Qualifications and Soft Skills
- 12 months+ experience in technical support, Help Desk, and/or contact center environment
- Must be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting
- Must be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment
- Experience using a ticketing system is a plus
- Strong attention to detail
- Excellent verbal and written communication skills.
- Apply proper understanding of established processes and procedures while being adaptable when changes are made
- Basic knowledge of Windows 7, 8, 10, and 11 troubleshooting
- General knowledge of peripheral device and printer / scanner troubleshooting
- MS Office and Microsoft 365 troubleshooting experience
- VPN remote access configuration & general network troubleshooting experience
- Experience providing remote support
- Proven analytical and problem-solving abilities
- Strong interpersonal and communication skills
- Basic Active Directory knowledge
What We Offer (Full-Time Employees)
- Hourly rate of $17-20$ The final base salary offer will be determined after reviewing relevant factors, including but not limited to skill sets and relevant experience.
- Comprehensive health benefits including medical, dental, vision, life insurance, disability and Employee Assistance Program.
- 401K with Company Match
- 15 PTO Days + 5 Floating Holidays
- Access to Telemedicine Services
- Voluntary Benefits: Accidental Injury, Critical Illness, Hospital Indemnity, Pet Insurance, Home/Auto Insurance
- $400 Annual Learning & Development Fund
- Paid Parental Leave Program
Please Note: 1Path is currently unable to support visa sponsorship for those living in the United States and working under an H1B visa.
1Path provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, 1Path will provide reasonable accommodations for qualified individuals with disabilities.
