Technical Support Specialist

SMB IT Solutions

Smyrna (GA)

On-site

USD 45,000 - 50,000

Full time

14 days+

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Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Paid time off

Professional development assistance

Retirement plan

Vision insurance

Job summary

SMB IT Solutions in Smyrna, GA is looking for a Junior / Level 1 Help Desk Technician to provide excellent first level support to our clients. In this role, you will manage help desk tickets, ensure timely communication with clients, and handle basic troubleshooting remotely.

This full-time position offers a salary range of $45,000 to $50,000 and includes benefits such as health insurance and 401(k) matching. Ideal candidates will have a background in help desk support and a passion for delivering exceptional client experiences.

Qualifications

1 year of Help Desk experience required.
Strong understanding of operating systems and network systems.
Ability to communicate effectively with clients.

Responsibilities

Handle first level support requests from clients.
Use the Ticketing System to resolve help desk tickets.
Communicate ticket status to clients.

Skills

Problem-solving

Communication skills

Understanding of support tools and techniques

Knowledge of IT applications and hardware

IT literate – Advanced user level

Education

4-year degree from an accredited institution

Tools

Ticketing system

RMM Tool

Microsoft 365 Platform

Job description

JOB TITLE: Junior / Level 1 Help Desk Technician

SALARY RANGE: $45,000 - $50,000 + Benefits

HOURS OF WORK: 40 hours per week

LEAVE ENTITLEMENT: 15 days per year

RESPONSIBLE TO: Service Desk Manager

Overview

The number one goal of everyone on our team is to make our Clients exceptionally happy. The Junior Help Desk Technician plays an important role in making sure that happens.

The Junior Help Desk Technician handles the first level support requests that come in from our Clients. They are the first to touch a help desk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the Junior Help Desk Technician can get help from or elevate issues to other members in Service Delivery Team.

RESPONSIBILITIES & TASKS

Customer service

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 of our Ticketing System

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

Use of our Monitoring & Management Tool

Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes

Project Work

From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery

Communication, Reporting & Risk

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

Team Work

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

Skills and Attributes

Desired

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
The ability to speak both Geek and human
Great Communications skills, founded in being a good listener
IT literate – Advanced user level
A deep desire to deliver an amazing Client Experience
Driver’s license
The ability to keep up with & adapt to the fast-paced IT world

Nice to Have

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Experience and knowledge of working with the Microsoft 365 Platform
Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Client Experience Certifications such as Help desk Habits, etc.
Experience working either on a Help desk or for a Managed Service Provider (MSP) / IT Support Business.

Required Education/Certification

4-year degree from an accredited institution

Physical Demands

While performing the duties of this position the employee is regularly required to sit and talk and listen. The employee is regularly required to use hands to finger, handle or feel and reach with hands and arms. The employee is required to stand, walk, and drive or ride in a motor vehicle. The employee must occasionally lift and/or move up to 50 lbs. Must have the ability to travel within the Atlanta Metro area, sometimes with short notice, and be able to provide after-hours support and weekend implementation as needed.

Supervisory Responsibilities

This position has no supervisory responsibilities.

CAREER GROWTH

For someone looking to progress their role, the Junior Help Desk Technician naturally leads into roles such as: the Senior Help desk Technician, Network Engineer, Account Manager, Virtual CIO, CTO or Service Delivery Manager.

Job Type

Full-time

Pay

$45,000.00 - $50,000.00 per year

Benefits