Support Desk Technician PartTime

NEXTmsp; Carmel (IN); On-site; USD 42,000 - 56,000; Part time

Benefits offered by this job

Certification material reimbursement

Job summary

NEXTmsp, based in Carmel, IN, seeks a Support Desk technician to resolve client requests and technical issues, providing guidance and escalating when needed. The role includes onsite visits, on-call shifts, and maintenance of timely ticket resolutions.

The position emphasizes strong customer service, teamwork with sales and engineering, and adherence to SOPs and security procedures in a fast-paced environment.

Qualifications

• Must have a valid driver's license and proof of automobile insurance.
• Independently resolve client requests and technical issues, providing expert guidance.
• Monitor and manage ticket queue to meet SLA requirements.
• Apply extensive knowledge across hardware and software to troubleshoot issues.
• Maintain professional communication with clients and ensure satisfaction.
• Conduct onsite visits to client locations using company vehicles.

Responsibilities

• Serve as first point of contact for customers via phone, email, or ticketing system.
• Independently resolve client requests and technical issues, escalating complex problems when necessary.
• Delight clients with a friendly, quick, and helpful experience.
• Conduct onsite visits to client locations using company vehicles.
• Participate in on-call rotation and handle after-hours support as needed.
• Monitor and manage the ticket queue to ensure SLA compliance.
• Accurately document client requests, resolutions, and progress.

Skills

Driver's license

Ticket resolution

Ticket queue management

Technical expertise

Customer interaction

Onsite visits

Detail-oriented

Team support

Job description

Overview:

The number one goal of every member of the Support Desk is to make our clients exceptionally happy. We are seeking a highly skilled and motivated Support Desk technician to join our team. In this role, you will be responsible for resolving client requests and technical issues independently, providing technical guidance, and escalating complex problems as needed. This position requires strong technical expertise, problem-solving abilities, and efficient management of diverse support requests. This position combines technical expertise with a commitment to outstanding customer service, requiring you to resolve client requests, troubleshoot complex technical issues, and provide advanced support when needed.

About the Company:

NEXTmsp is a leader in managed IT services, providing 24/7 support, continuous monitoring, and robust cybersecurity. We focus on managing and optimizing IT infrastructures so businesses can concentrate on their core objectives. With our expertise, we ensure that technology enhances productivity and drives growth.

Key Responsibilities

Customer Service & Technical Support:

• Serve as the first point of contact for customers via phone, email, or ticketing system.
• Independently resolve client requests and technical issues, escalating complex problems when necessary.
• Delight our clients with a friendly, quick, and helpful experience.
• Conduct onsite visits to client locations using company vehicles.
• Participate in on-call rotation and handle after-hours support as needed.

Ticket Management & Documentation:

• Monitor and manage the ticket queue to ensure compliance with SLA requirements.
• Accurately document client requests, resolutions, and track progress to ensure timely follow-up.
• Ensure that tickets are not 'stale' throughout the process, aiming for a 95% or higher resolution rate.

Technical Expertise:

• Apply extensive knowledge across hardware and software platforms to troubleshoot a wide range of technical issues.

Team Collaboration:

• Work closely with clients, sales teams, and other engineering professionals to provide top-notch solutions tailored to client needs.
• Follow Standard Operating Procedures (SOPs) for daily/weekly tasks and security procedures.

Qualifications:

• Valid driver's license: proof of automobile insurance.
• Ticket Resolution: Independently resolve client requests and technical issues, providing expert guidance and escalating complex issues when necessary.
• Ticket Queue Management: Monitor and manage the ticket queue to ensure compliance with SLA requirements.
• Technical Expertise: Apply extensive knowledge across hardware and software platforms to troubleshoot a wide range of technical issues.
• Customer Interaction: Maintain professional and courteous communication with clients, ensuring clarity and satisfaction.
• Onsite Visits: Conduct onsite visits to client locations using company vehicles.
• Detail-Oriented and Organizational Skills: Accurately document client requests and resolutions, tracking progress and ensuring timely follow-up.
• Team Support: Assist with support desk functions when necessary and perform additional duties as assigned.

Work Environment:

• Fast-paced, dynamic office-based role where quick and efficient ticket resolution is critical.
• Adaptability to changing technologies and client needs is essential.
• Sitting in a stationary/seated position for extended periods.
• Walking in and around customer facilities and lifting heavyweight items such as computers, servers, and network gear.
• Expected to work 24-30 hours a week on a set schedule in our office.

Benefits:

• A proactive approach to ongoing training, including certification material and exam reimbursement.

FCRA Background Check Disclosure:

It is the hiring policy of NEXTmsp to conduct a full background check as a condition of employment.