Junior Helpdesk Technician

*** Must reside in Southern California (Riverside County, LA County, Orange County, or San Diego County)***

OVERVIEW

The number one goal of everyone in our team is to make our clients exceptionally happy. The Junior Helpdesk Technicianplays an important role in making sure that happens.

The Junior Helpdesk Technician handles the first level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the Junior Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.

RESPONSIBILITIES & TASKSCUSTOMER SERVICE

· Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket

· Delight our Clients with a Friendly, Quick and Helpful Experience

· Provide the Client with basic remote troubleshooting

USE OF OUR TICKETING SYSTEM

· Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests

· Managing and recording all work though our Ticketing System

· Make sure that Client Documentation is well maintained

· Split tickets that have several issues into their own individual ticket

· Make sure that tickets aren’t “stale” throughout the process

USE OF OUR MONITORING & MANAGEMENT TOOL

· Review RMM dashboard and apply remediation actions as indicated by our Processes

· Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

· From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery

COMMUNICATION, REPORTING & RISK

· Escalate tickets that require Senior Helpdesk Engineer support

· Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

· Submit Timesheets & Expense reports as indicated on their SOPs

· Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAMWORK

· Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher

· Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

· Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues

· Identify opportunities for improvement and make constructive suggestions for change

· Contribute to the process of innovative change effectively

· Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, CTO or CEO

SKILLS AND ATTRIBUTES REQUIRED

· Ability to work from home with a quiet work space and high speed internet

· A love of (and ability to) Solve Problems & Challenges

· Great Communications skills, founded in being a good listener

· An understanding of support tools, techniques and how technology is used to provide services

· Strong understanding of operating systems, business applications, printing systems and network systems

· Must be able to type quickly and accurately while talking on the phone

· A deep desire to deliver an amazing Client Experience

· Knowledge of IT Applications, Software & Hardware

· The ability to speak both Geek and human

· Great Communications skills, founded in being a good listener

· IT literate – Advanced user level

· A deep desire to deliver an amazing Client Experience

· Ability to travel to client locations for on-site work

· Active CA driver’s license

· Reliable transportation

· The ability to keep up with & adapt to the fast-paced IT world

· Must be able to successfully pass a background screening

NICE TO HAVE

· Experience using a Ticketing system / RMM Tool and PSA software

· Experience providing support via remote tools

· Experience handling Technical Service Tickets

· Experience and knowledge of working with the Microsoft 365 Platform

· Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

· Client Experience Certifications such as Helpdesk Habits etc.

· Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

PHYSICAL DEMANDS

· Clear vision (close, distant, peripheral, and depth perception) is needed for reading and reviewing reports and policies, operating data processing equipment.

· While preforming the duties of the position, you will need to be able to talk and hear.

· You may be required to stand, walk, sit and use hands to manipulate, handle or feel.

· You may be required to reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl.

· You must be able to lift and/or move 50 pounds and occasionally lift and/or move up to 100 pounds.

PERKS

· Get your birthday off

· Paid Time Off

· Paid Holidays

· We offer Health, Dental and Vision

· An easy-going environment and culture (we all enjoy what we do)

· Work from home

· A Proactive Approach to Ongoing Training to help you develop life-long skills

· Mileage reimbursement when traveling to/from client locations

CAREER GROWTH

For someone looking to progress their role, the Junior Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager.

Job Types: Full-time, Permanent

Pay: $18.00 - $25.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• First up – what was the very first computer you used?
• In a perfect world, what things would you LOVE to be doing in 2 years time as part of your job?

(Just a paragraph or 2 is fine...)

• In our business, it’s SUPER important to us that everyone in our team enjoys what they do.

So, tell us a little about what makes you really enjoy yourself when you’re working?
(Is it the people you work with? Is it having great processes to follow? Is it being able to create great processes? Do you like being able to hear a pin drop? Or do you prefer some music pumping? Tell us all. )

• What are three things that you would like to achieve in your life?

(These can be personal or business related things, such as "Learn to Fly", "Start a business" or "Travel to Australia")

• Thinking back over the last few years, tell us about a particular project or process you are SUPER proud of implementing (that helped solve a problem).

(Maybe you built a cool way to roll out new computers? Or maybe you setup a new cloud migration tool? Or maybe you implemented a new internal system that saved hours of time?)

• Tell us about something that went really wrong on a project you were working on recently and what you had to do to fix the problem?

(This could be anything. E.g. "I was managing a migration project

• Thinking of either your current job (if you are currently employed) or your last job (if you aren't employed).

If we were to speak to your direct manager, what do you think they would say is one of your greatest strengths?
(Don't worry, if you're still in this role and your manager doesn't know you are looking to leave - we certainly won't be asking them for a reference check! Just answer it to the best of your ability and let us know NOT to contact this person )

• On the flip side (if we are able to speak to them), what do you think they would tell us is your greatest area for improvement?

05
(Again, don't worry if you are still working for them, just let us know and we won't contact them..)

• Thinking of your second last job...

If we were to speak to your direct manager there for a reference check, what do you think they would say is one of your greatest strengths?

• On the flip side, in your second last job, what do you think they would tell us is your greatest area for improvement?
• Tell us a little about the biggest technical issue you've had to troubleshoot and solve in your career?

(We're tech geeks as well - so feel free to go uber nerdy here.)

• If you and I chat in an interview, what 3 questions would you ask about us?

(These can be anything about your the team, the business, the role or even what are our favorite tunes?)

• Finally, what's the number one thing that makes you really want to join our team,

Location:

• Riverside, CA (Required)

Work Location: Remote