IT Support Agent

WheelHouse IT; Orlando (FL); On-site; USD 21,000 - 22,000; Full time

Job summary

WheelHouse IT, the largest MSP in South Florida, seeks a passionate Support Agent to join our dynamic team. This entry-level role is the first point of contact for end users, providing friendly, respectful, and knowledgeable service over the phone or email, with opportunity to grow into a Technician role.

With benefits such as health, vision, dental, disability, 401(k) with match, and ongoing training, you will learn our systems and clients before advancing.

Qualifications

• Passionate about technology with basic technical knowledge.
• Comfortable providing phone support to clients.
• Excellent customer service skills.
• Clear written and verbal communication.
• Capable of working a standard M-F work week (and very occasional nights/weekends).
• Local to the greater Orlando, FL area.

Responsibilities

• Answer incoming calls from clients
• Resolve simple or fast tickets
• Create tickets and route calls to a team of technicians
• Provide application support (Office/Microsoft 365, QuickBooks, etc.)
• Configure hardware and install common peripheral devices
• Provide basic network support – configuration of wireless routers and access points
• Access client systems via RMM tools
• Conduct peer-to-peer training and shadowing
• Manage basic logistics and inventory for enterprise-level clients

Skills

Basic technical knowledge

Customer service

Communication skills

Phone support

Friendly demeanor

Tools

Microsoft 365

QuickBooks

RMM tools

Job description

WheelHouse IT, the largest Managed Service Provider in South Florida, is seeking a passionate and driven Support Agent to join our dynamic team. As the entry-level position on our Support Desk, this role provides the opportunity to get started in the field of IT from the ground up. Our Support Agents play a critical role as our end users' first point of contact, providing friendly, respectful, and knowledgeable service over the phone or through email.

Requirements:

• Passionate about technology with basic technical knowledge
• Comfortable providing phone support to clients
• Excellent customer service skills
• Clear written and verbal communication
• Capable of working a standard M-F work week (and very occasional nights/weekends)
• Local to the greater Orlando, FLarea

At WheelHouse IT, we offer internal training paths, career planning, and unlimited access to professional training courses to keep our team members up-to-date with the latest tech topics. Our Support Agents will have the opportunity to learn our systems and clients before fully immersing themselves in a technician role. With the right work ethic and initiative, candidates can be fast-tracked to become knowledgeable Support Technicians within three to six months.

Responsibilities:

• Answer incoming calls from clients
• Resolve simple or fast tickets
• Create tickets and route calls to a team of technicians
• Provide application support (Office/Microsoft 365, QuickBooks, etc.)
• Configure hardware and install common peripheral devices
• Provide basic network support – configuration of wireless routers and access points
• Access client systems via RMM tools
• Conduct peer-to-peer training and shadowing
• Manage basic logistics and inventory for enterprise-level clients

We offer competitive compensation of $15-$16 per hour, along with benefits such as health, vision, dental insurance, short and long-term disability, life insurance, 401(k) plan with match, and company-sponsored cell phone for personal use. We also have Friday Happy Hours and quarterly major events to promote team bonding. Our headquarters location is in Fort Lauderdale, FL, with our newest location in Orlando, FL and while introductory training is provided on-site, employees may have the opportunity to work from home.