Technical Support Specialist

Job description JOB TITLE :

• Junior / Level 1 Help Desk Technician SALARY RANGE : $45,000 - $50,000 + Benefits HOURS OF WORK : 40 hours per week LEAVE ENTITLEMENT : 15 days per year RESPONSIBLE TO : Service Desk Manager Overview The number one goal of everyone on our team is to make our Clients exceptionally happy.
• The Junior Help Desk Technician plays an important role in making sure that happens.
• The Junior Help Desk Technician handles the first level support requests that come in from our Clients.
• They are the first to touch a help desk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.
• When help is needed the Junior Help Desk Technician can get help from or escalate issues to other members in Service Delivery Team .

RESPONSIBILITIES & TASKS Customer service Providing a first point of contact for customers through our help desk 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 Help desk 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.

CAREER GROWTH For someone looking to progress their role, the Junior Help Desk Technician naturally leads into roles such as :

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