Help Desk Technician - Tier 1 at Virtual Technologies Group Maumee, OH

Virtual Technologies Group; Maumee (OH); On-site; USD 24,796 - 27,552; Full time

Benefits offered by this job

Medical/Dental/Vision

401K with match

Disability coverage

Life insurance

Flexible schedule

Job summary

Virtual Technologies Group (VTG) in Maumee, OH seeks a Help Desk Technician - Tier 1 to provide expeditious support via phone, ticketing, and remote methods for hardware and software issues.

Full-time, on-site with future remote/hybrid potential, offering $18-20/hr and a comprehensive benefits package including medical, dental, vision, 401(k) match, disability and life insurance, and a flexible schedule.

Qualifications

• Customer service experience required.
• Excellent oral and written communication.
• Ability to quickly solve problems.
• Flexible in a dynamic work environment.
• Entry level industry certifications are a plus.
• VoIP experience a plus.
• Multitasking and meeting deadlines.

Responsibilities

• Answer the phone and work the ticket boards.
• Troubleshoot issues remotely and over the phone.
• Monitor tickets to prevent larger issues and VIP/P1 tickets.
• Manage accounts through Active Directory/Entra ID and Office 365.
• Setup and configure Microsoft Office and other software products.
• Identify and troubleshoot VoIP tickets.
• Handle issues in a ticketing system.
• Escalate tickets to Tier 2 Help Desk when needed.

Skills

Customer service

Communication

Problem solving

Flexibility

VoIP

Multitasking

Certifications

Tools

Active Directory/Entra ID

Office 365

Job description

Job Title: Help Desk Technician - Tier 1

Company: Virtual Technologies Group (VTG)

Location: Maumee, OH (hybrid)

Position Type: Full-time

Compensation Range: $18-20/hr plus comprehensive benefit package

Company Overview

Be the HERO for your company again! Join Virtual Technologies Group for an opportunity to tackle complex technology challenges and make a significant impact. Our company supports numerous clients, has a broad array of high‑tech resources at your disposal, and fosters close client relationships. We boast the leading technical team nationwide and are expanding our workforce to better serve our customer base. We offer diverse tech solutions at Virtual Technologies Group, ranging from managed IT services and hosted voice services for resellers and direct clients, to cybersecurity as well as physical security offerings. Additionally, we develop custom software and provide educational support in testing and fleet management for educational institutions.

Benefit Offerings

• Medical, dental, and vision
• 401K with company match
• Short‑term and long‑term disability coverage paid for by the company
• Life insurance paid for by the company with a buy‑up option for you and your family
• Flexible work schedule

Job Overview

The Tier 1 Help Desk Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations stipulated by clients. Support is primarily performed over the phone, through a ticket system and/or remote methods for hardware and software support.

Location and Hours

This job is located on site at our Maumee, OH office location, with opportunity for future remote/hybrid work. Tier 1 Helpdesk Technicians are required to work in‑office during normal business hours.

Responsibilities

• The main responsibility is to answer the phone and work the ticket boards.
• Troubleshoot and resolve computer‑related issues with end users remotely and over the phone.
• Proactively monitor tickets to prevent larger issues and watch for priority one (P1) and VIP User tickets.
• Manage accounts through Microsoft Active Directory/Entra ID and Office 365.
• Setup and configuration of Microsoft Office products and other software products.
• Identify and troubleshoot VoIP related tickets – extension issues, voicemail reset, connectivity issues.
• Handle customer issues in an organized fashion through a ticketing system.
• Communicate with coworkers to escalate tickets as needed to Tier 2 Help Desk Technicians.

Minimum Qualifications

• Customer service experience is a must.
• Excellent oral and written communication.
• Ability to quickly solve problems.
• Flexibility in a dynamic work environment.
• Entry level industry certifications are a plus.
• Experience in VoIP platforms a plus.
• Multitasking and completing projects according to scheduled deadlines.