IT Help Desk Technician

Computer Pros is a Managed Service Provider (MSP) and IT Support company in Tallahassee, Florida. We are best known for exceptional customer service, professionalism, and superior knowledge of IT and cyber security. We have been in business since 2005, and we serve many small- and medium-sized businesses in our area. We are seeking an experienced IT professional to join our team.

Job Details/Responsibilities

Primary duties include receiving and recording service requests from our customers, providing technical support to our customers, and assisting fellow team members. The person in this role is usually the first point of contact for customers in need of assistance. You will be responsible for resolving whatever issues you can resolve yourself and escalating issues which you cannot resolve to fellow team members. This position requires assisting customers remotely as well as on-site; therefore, the person in this position must have a valid license to drive in Florida and a reliable vehicle which they can use for work (mileage reimbursed).

Here are some of the primary duties of this position:

• Monitor multiple communication channels through which customers may contact us for support, such as email, telephone, helpdesk, online chat, etc.
• Respond to customer communications within a specified response time or notify other team members so that they can respond within the allotted time.
• Provide technical support to customers, either remotely or on-site as the situation requires.
• Use internal helpdesk and time-tracking software to record and manage service requests and to document actions taken to resolve customers' problems.
• Accurately track and log time spent on all tasks.
• Help maintain and improve internal documentation, knowledgebase, and customer records.
• Perform hardware and software installation, maintenance, and repair for both customer and internal systems.
• Monitor logs and report problems to the appropriate team members.

Our business hours are 8:30 AM to 5:30 PM, Monday through Friday. On occasion, there may be some work that needs to be performed during non-business hours such as installing updates or performing tasks that are scheduled after-hours to avoid significant business interruption of the customer.

Attributes of a Good Candidate

We’re looking for someone who loves helping people as much as they love working with technology; someone who is eager to learn new skills, wants to improve existing skills, and gets things done.

Here are some attributes of a person who’s a good fit for this position:

• They’re dependable and honest
• They don’t give up easily
• They know how to search for answers they don’t already know
• They learn new skills and concepts quickly
• They are organized
• They are professional
• They enjoy helping people
• They work well in a team
• They can also work independently without constant oversight
• They take advice well, and they’ll also share helpful advice with teammates

Technical Skills/Knowledge

The ideal candidate will have experience with most of the following technical skills/concepts:

• General computer troubleshooting (hardware and software)
• General networking and troubleshooting network issues
• Laptop, desktop, and all-in-one PC assembly, disassembly, and repairs
• Troubleshooting general printer problems
• Setting up Microsoft 365 organizations, users, and licenses
• Setting up SharePoint Online sites and permissions
• Understanding of MX, SPF, DMARC, and DKIM
• Experience identifying and removing malware
• Setting up routers, firewalls, and wireless access points

Requirements

This job requires moderate physical activity and involves working at a computer for hours at a time as well as traveling to and working on-site at various customers’ offices at times. These are some of the requirements of a person working in this position:

• They can lift, move, and carry objects weighing up to 50 lbs.
• They can operate a computer for several hours at a time without discomfort
• They can read, write, and speak in English clearly and professionally
• Must have a valid license to drive in Florida
• Must have a reliable vehicle you can use for work daily (mileage reimbursed)
• Must pass background checks and drug tests

Job Type: Full-time

Pay: $47,840.00 per year

Benefits:

• Paid time off

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekdays

Experience:

• Help Desk: 1 year (Preferred)

Work Location: In person