Level 1 Helpdesk Technician

Description

Come join Standard Office Systems, a Flex Technology Group company, where you can grow with the nation’s largest and most respected Managed Print Solutions provider. For more than 15 years, Flex Technology Group companies have provided a unique and high-value driven enterprise service to businesses of all types - a fully integrated national managed program for document technology.

We are the service and solutions professionals providing support to medium and large businesses throughout the country. Today, we manage clients in all 50 states, including Canada and Puerto Rico. Year after year, we are voted as one of the Best Places to Work and appear on Inc. 500|5000 List of Fastest-Growing Private Companies.

Our Duluth, GA team is seeking a tech savvy individual to join our NOC team.

LEVEL 1 HELPDESK TECHNICIAN

Major Goals and Responsibilities:

• Takes a high volume of incoming technical support calls on the copier and IT sides of our business, and offers friendly, professional assistance with those issues.
• Takes incoming calls for supply orders for toner and paper products.
• Works the four e-mail inboxes, Dispatch, Supplies, Level 1, and My IT, to ensure that we are efficiently handling support issues sent in via e-mail.
• Works the voice mail inbox to ensure that we are efficiently handling support issues received via voice mail.
• Performs technical support chat sessions with customers who have chosen to go to the SOS web portal and select ‘chat with an Agent.’
• Adheres to and innovates processes and procedures to improve service delivery.
• Possess a true passion for customer service.
• Continues skills development; and maintains proficiency in current technologies.

Essential Activities:

• Delivers a consistently high level of customer service.
• Remote technical support of customer environments.
• Completes copier, printer and workstation related tasks requested by the client.
• Completes the daily Admin housekeeping checklist.
• Maintains technical documentation as necessary.
• Takes online training courses as necessary.

Products and Services:

• Technical consultation, troubleshooting, analysis
• Workstation Operating Systems (Windows 7/8/10/11, Mac)
• Microsoft Active Directory
• VMware and related technologies
• LAN / WAN / Wireless networking hardware and software technologies

Behavioral Traits, Attitudes and Skills:

• Individual initiative and creativity are required
• Strong internal strength and focus to overcome technical challenges
• Ability to work independently and with a team to meet goals and objectives
• Possess a level of self-confidence, yet know when to seek advice from teammates or vendor partners
• Attention to detail in both challenging and mundane tasks
• Excellent oral and written communication skills
• Driven to learn new products and technologies by actively pursuing education and certifications

Benefits of working for Flex Technology Group:

• Our employee-centric based culture provides the most competitive compensation plan in our industry
• On-going training and professional development
• Focus on organic growth and opportunities for career advancement
• A professional, team-oriented, fun work environment
• Health Benefits: Medical, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance
• Vacation, sick, holiday time, and we are proud to offer time off to volunteer with your favorite 501c non-profit organization
• Employee Assistance Program
• 401K with company match

Flex Technology Group is committed to providing equal employment opportunities for all applicants and associates. The Company does not unlawfully discriminate on the basis of race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, the Company prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational programs.