Job Details
Qualifications
- Analysis skills
- Customer service
- Microsoft Excel
- SharePoint
- Software troubleshooting
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
Job Description
Utilize your outgoing personality, critical thinking and strong communication skills while directly interacting with our clients. You’ll be challenged to effectively identify and solve equipment or infrastructure issues. Carrying out our business-critical mission of delivering outstanding customer service will ensure your success as a Entry-Level Help Desk Technician. We’ll reward you with a rich benefit and compensation package for achieving organizational objectives.
Can you imagine a career in IT where you enjoy coming to work every day?
We can! For over 20 years we've been imagining the future and working to build IT infrastructure and resources to support it. Imagine IT proudly provides cloud and computing solutions coupled with IT service and onsite support. We are looking for the next great Entry-Level Help Desk Technician.
Position Purpose:
The Entry-Level Help Desk Technician is responsible for assisting end users in resolving hardware and software issues by fielding telephone calls and/or through email communication, diagnosing problems and performing troubleshooting activities. Document, track and monitor the problem to facilitate a timely resolution. This individual relies on their knowledge and professional discretion to achieve goals.
To be effective and excel in this role:
Responsibilities:
Answer phone calls from partners and triage/troubleshoot issue within time and expertise parameters.
Work on scheduled technical work as assigned
Work with the Dispatch as needed to get additional work or reschedule any work that cannot be completed as assigned
Escalate/delegate issues when required
Participate in team meetings and other team related events (quarterly goals, etc.)
Work to ensure that documentation is properly logged into the appropriate system (CW, SharePoint, etc.).
Ensure that tickets are matched up with the correct configurations in CW
Skills:
Technical troubleshooting and analytical skills
Priority and escalation management
Excellent communication, interpersonal and organizational skills
Sound decision-making skills
Passion for helping clients – “do what it takes” attitude
Capable of managing multiple issues with differing timelines and deliverables, while remaining calm in stressful situations
Ability to translate technical knowledge into actionable direction
Adept at managing the process of implementing change efficiently and effectively
Strong support of company core values, keeping our promise to each other and clients
Knowledge and Experience:
General computer hardware and software troubleshooting
Phone support or strong customer service background
Compensation Package:
Medical, dental, vision coverage
Qualifying Health Savings Account (HSA)
Company-paid life insurance, accident care coverage, and identity theft protection
401(k) Individual Retirement Plan (IRA), company match available with qualifying employee contribution
14 days PTO available for use upon hire
Monthly allowance to offset the cost of your home internet and cell phone
Monthly dollars for you to recognize the efforts of your peers
Birthday bucks $$
Service anniversary bucks $$
Flexible/remote scheduling
Company sponsored employee events
Our team is made up of veteran entrepreneurs, brilliant technical minds, and tried-and-true professionals dedicated to the success of the business and our community. The best technology needs the best people.
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