Level 1 IT Help Desk Support

Job Summary:
This can be a fast paced environment requiring multi-tasking as you work on tickets and receive and respond to incoming tickets. Technician receives customer service requests via phone or email to perform remote technical support for customers’ IT networks, server, desktop & laptop systems. Technician will monitor and respond to incoming support requests via phone, email and our ticketing system. Technician is responsible to attempt resolution of any ticket and escalate tickets not able to complete themselves or contact vendors for support to complete ticket as necessary. Technician will also contribute to company’s knowledgebase to maintain customer documentation and troubleshooting steps.

Ideal Candidate:

• Has at least 2 years experience working in IT, preferably for a Managed Service Provider (MSP)
• Strong computer hardware, software & networking skills (Primarily Windows environments)
• Has a passion for computers and technology
• Has a desire to help others
• Is comfortable meeting and speaking to new people
• Excellent listening skills to understand client computer problems
• Works well under pressure
• Excellent time management and organization skills
• Excellent troubleshooting and problem solving for hardware and software issues
• Resourceful for finding solutions independently for new/unknown issues or only needs minimal assistance to find a resolution
• Can follow instructions
• High attention to detail
• Works well with others
• Can communicate clearly in English – read and write
• Lives near Riverside, CA

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Essential Functions: *

• Provide remote and onsite IT technical support to client end users with the highest quality in customer service
• Create and process all customer service requests and tickets to resolve client issues in a timely fashion
• Perform onsite technical support and system installation at client sites when needed
• Utilize research tools for reviewing client documentation as needed in support activities.
• Maintain knowledgebase to ensure accurate articles for efficient client troubleshooting.
• Thoroughly document all client support services on support tickets with items such as specific steps taken to resolve issues for example updating drivers - document current version, new version installed and where driver was obtained from
• Complete technical support projects and tasks as assigned by manager.
• Perform timely follow up activities with clients by email or phone to verify success of support activities when client was unavailable for review at the time of service, for example after hour service.
• Attend company meetings as required.

Knowledge & Experience:

• Minimum 2 years IT working experience
• Preferred 2 years experience working for IT company or Managed Services Provider
• Excellent problem solving skills to be able to efficiently work client troubles to resolution using your knowledge, experience, system documentation, vendor support and online resources.
• Ticket System – Autotask (preferred), Connectwise, or other ticket system
• Remote Monitoring & Management (RMM) – Continuum, Autotask Endpoint Management (AEM), Kaseya, Labtech, etc.
• Technology – Windows Servers, Hyper-V, Active Directory, DHCP, DNS, FTP, VPN, TCP/IP, Remote Desktop, Terminal Services, VDI, Sonicwall, Cisco ASA, Ubuiquiti, Datto, Exchange, Office365, Azure, Google Apps, Domain Management, Hyper-V, Vmware, ESX, SQL, Quickbooks, MS Office Suite, network topology, VLANs, network printers, scanners, hardware and software installation, OS installation

Key Performance Indicators (KPIs):
1. Meet SLA response time of < 1 hour
2. 90% of work hours to be billable time
3. Complete >50% of tickets independently.
4. Complete support tickets in < 1 hour

Requirements:

• Reliable transportation
• Clean driving record
• Pass background check

Job Type: Full-time

Pay: $17.00 - $25.00 per hour