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Form of workJob Description
This position is Second Shift ET - 12:00pm-9:00pm EST Mon-Fri.
This position is remote, but you may go on-site as needed.
General Summary:
Are you a proactive, customer-focused Help Desk Level I Technician? We are looking for a dedicated individual to be the first line of defense in our IT support structure. This role is crucial for resolving basic technical issues and escalating more complex problems to higher-level support personnel. The ideal candidate will have a strong commitment to excellent customer service and the ability to work in a fast-paced, dynamic environment.
We offer:
- Competitive salary and generous bonus structure ($37,062 - $43,072 depending upon skill level)
- Full benefits package, including free health & vision, disability, and life insurance for employees.
- Training programs to improve your skills and prepare you for advancement
- Paid vacations and holidays, including your birthday
- A family-friendly environment
- Challenging projects in a fast-paced environment
- Collaborative process
- Growth opportunities
Position Responsibilities:
- First-Level Support: Serve as the initial point of contact for users seeking technical assistance.
- Issue Resolution: Perform remote troubleshooting to diagnose and resolve basic technical issues.
- Ticket Management: Log all Help Desk Interactions in the ticketing system, ensuring accurate and detailed records.
- Escalation: Direct unresolved issues to the next level of support personnel.
- User Training: Provide guidance to end-users on basic functionalities and best practices.
- Documentation: Maintain internal knowledge base with common issues and solutions.
- Quality Assurance: Follow quality service standards and comply with company procedures and policies.
- On-site Support: Willingness to travel to client sites for on-site support as needed, within a 100-mile radius of the office location. Reliable transportation is a must.
Required Skills and Experience:
- Educational Qualification: Associate's degree in Information Technology, Computer Science, or related field; or equivalent certifications and experience.
- Experience: 1-2 years of experience in a Help Desk or customer service role.
- Technical Skills: Basic understanding of computer systems, mobile devices, and other tech products.
- Communication Skills: Excellent verbal and written communication abilities.
- Problem-Solving: Strong analytical and troubleshooting skills.
- Customer Service: Proven track record of high customer service standards.
Preferred Qualifications:
- Certifications: CompTIA A+ or ITIL Foundations certification is a plus.
- Knowledge of Ticketing Software: Experience with Help Desk software like Zendesk or Connectwise Manage is beneficial.
- Familiarity with Remote Desktop applications and Help Desk software.
Additional Considerations:
- Team Collaboration: Ability to work well in a team setting.
- Adaptability: Openness to learning new technologies and methods.
- Accountability: Takes responsibility for actions and follows through on commitments.
By joining The Longleaf Network as a Help Desk Level I Technician, you will play a vital role in the smooth operation of our IT infrastructure. Your expertise will contribute to the quick resolution of technical issues, ensuring that our employees can focus on their core responsibilities. Your commitment to customer service will help maintain our reputation as a company that values quality and customer satisfaction.
About Longleaf
The Longleaf Network is a provider of outsourced IT services for a variety of clients and industries. We've been growing steadily since opening our doors in 2006 and serve 450+ locations nationally. We have offices in Greensboro, NC but have many positions that are full-time remote from all over the US.
We are a team of professionals who value kindness, honesty, expertise, responsibility, transparency, stewardship, and continuous improvement.
COVID-19 Considerations
This position requires the candidate to be vaccinated. We are taking this pandemic very seriously and are making all efforts to keep employees safe.
