Help Desk Technician L1

Overview slashBlue provides comprehensive Managed IT solutions including Technology Advisory, Help Desk services, Managed Network, and Cybersecurity. We help clients across the Twin Cities and beyond choose, deploy, and adopt the right technology to achieve their goals. Our focus is saving time, boosting productivity, and elevating workplace joy to fuel client growth and protect their reputation. The Role As a Help Desk Technician L1 on our Help Desk Team within the Client Success Business Unit, you'll be the first point of contact for our clients, providing technical support that keeps them running smoothly. You\'ll interact with clients via phone, email, portal, or Live chat (Teams) to resolve computer problems related to our catalog of products and services. Your Purpose Remove obstacles for our clients, whether they\'re skill-based, emotional, or technical. Listen actively to understand client issues and concerns Triage support issues and document known problems Coordinate and escalate according to our Client Service Expectations Resolve client tickets efficiently Create and maintain knowledge-base articles to empower clients Our Values : Profit / People / Purpose We believe in generating profit to fuel our mission, but we do this by putting people first. We\'re excited to apply Christian principles that create a gospel-friendly workplace: Love our customers Actively listen to meet the needs of others Keep your promises Eliminate complexity We\'re committed to optimizing client joy by minimizing downtime and maintaining a 90% Service Level Objective for response and resolution, with a 90% Client Satisfaction goal. Responsibilities Serve as first point of contact for clients seeking technical assistance Perform remote troubleshooting through diagnostic techniques Document issues and maintain our knowledge database Walk clients through the problem-solving process Escalate unresolved issues appropriately Record events, problems, and resolutions in logs Follow up with clients and keep them informed Requirements Patience: Must exhibit patience and composure especially when dealing with upset or stressed users Knowledge of different operating systems and technologies: ability to understand how to resolve basic client issues and when to escalate tickets L1 – ability to troubleshoot and resolve user access issues, password maintenance, basic computer hardware/software issues Hardware Knowledge: understanding of the function of all deployed hardware in the client\'s technology stack and slashBlue\'s Catalog Problem-solving: ability to troubleshoot and find solutions for problems as they arise Communication skills: excellent verbal and written communication; able to explain technical concepts in non-technical terms Organization and time management: ability to work effectively in a support-based, time-sensitive environment and self-manage workload to meet SLOs Broad knowledge of computers, hardware and software (Microsoft suite), information security, networking, and AI tools is beneficial Benefits Employer Sponsored Health Insurance Paid Time Off 10 Paid Holidays Volunteer Time Off (16 hrs annually) Remote work with reimbursement for remote office expenses and workspace Annual Training & Development reimbursements Performance Bonus Professional, Supportive, Team-oriented, Faith-forward & Family-friendly culture Seniority level Entry level Employment type Full-time Job function Customer Service Industries: Technology, Information and Internet #J-18808-Ljbffr