Confidential

Job Overview
The number one goal of everyone in our team is to make our clients exceptionally happy. The Help Desk seat plays an important role in making sure that happens.

The Help Desk seat handles the first level support requests that come in from our clients. They are the first to touch a support 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 Help Desk can get help from or escalate issues to other members in Operations.

Duties

• 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 our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual tickets
• Make sure that tickets aren’t “stale” throughout the process
• Review monitoring alerts and other dashboards and apply remediations
• Escalate tickets that require additional 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
• Identify, Communicate and Mitigate potential risks to managers and Clients

Skills and attributes

• A love of (and ability to) Solve Problems and Challenges
• The ability to speak both Geek and Human
• Great communication skills by being good/active listener
• A deep desire to deliver an amazing Client Experience
• The ability to keep up with and adapt to the fact-paced IT world
• Ability to type quickly and accurately while talking on the phone
• Basic understanding of support tools, techniques and how technology is used to provide services
• Knowledge of IT applications, software and hardware
• IT literate - advanced user level
• Experience and knowledge of the M365 platform and IT Certifications such as A+, Net+ and Sec+ would be helpful but not required

For someone looking to progress their role, the Help Desk seat naturally leads into roles at Logivision such as: the L1 IT Support and L2 IT Support/Engineer seats. The seat is often a foot in the door in the IT world and as growth/experience is gained, can specialize further into other roles, such as Network Engineer, Project Engineer, Solutions Architect, Account Manager, Customer Support Coordinator, CTO, or Service Delivery Manager.

Job Type: Full-time

Pay: $40,000.00 - $48,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person