Junior IT Help Desk Technician — First-Line Support

SMB IT Solutions

Smyrna (GA)

On-site

USD 45,000 - 50,000

Full time

12 days ago

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Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Vision insurance

Paid time off

Professional development assistance

Retirement plan

Job summary

SMB IT Solutions is seeking a Junior Help Desk Technician in Smyrna, GA to handle first-level support, communicate with clients, and escalate to senior staff when needed. The role emphasizes strong customer service, problem solving, and proficient use of ticketing and RMM tools.

You will work with the Microsoft 365 platform, MSP processes, and security practices while delivering an excellent client experience.

Qualifications

Experience using a Ticketing system / RMM Tool and PSA software.
Experience providing support via remote tools.
Experience in handling Technical Service Tickets.
Experience and knowledge of working with the Microsoft 365 Platform.
Professional IT Certifications such as CompTia A+, Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Experience working either a Help desk or for a Managed Service Provider (MSP)/IT Support Business.
A love of (and ability to) Solve Problems & Challenges.
Great Communications skills, founded in being a good listener.
An understanding of support tools, techniques and how technology is used to provide services.
Strong understanding of operating systems, business applications, printing systems and network systems.
Must be able to type quickly and accurately while talking on the phone.
A deep desire to deliver an amazing Client Experience.
Knowledge of IT Applications, Software & Hardware.
IT literate - Advanced user level.

Responsibilities

Providing a first point of contact for customers through our help desk 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 Help desk Tickets & Service Requests.
Managing and recording all work though our Ticketing System.
Make sure that Client Documentation is well maintained.
Split tickets that have several issues into their own individual ticket.
Make sure that tickets aren’t "stale" throughout the process.
Review RMM dashboard and apply remediation actions as indicated by our Processes.
Review regularly scheduled/automated actions as indicated by our Processes.
From time to time the projects team will need additional resources to help deliver projects either on site or remotely.
Escalate tickets that require Senior Help desk Engineer 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.
Submit Time sheets & Expense reports as indicated on their SOPs.
Identify, Communicate and Mitigate potential risks to the Service Desk Manager and Clients.
Follow the schedule provided by the Service Desk Manager or Service Coordinator / Dispatcher.
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues.
Identify opportunities for improvement and make constructive suggestions for change.
Contribute to the process of innovative change effectively.
Undertake other duties as required by the Service Desk Manager or CTO.