Helpdesk Technician - Tier 1

Level 1 Helpdesk Technician

What this role will entail: Are you a perfectionist who enjoys following directions? Do you need variety and change to keep from getting bored? Do you agonize over details and making sure all your work is perfect? Do you enjoy solving problems? Are you a team player whose first question is "How can I help you?" Do you enjoy juggling multiple tasks?

Accountabilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Record notes regarding the issue and troubleshooting taken
• Create and maintain documentation
• Follow-up and update customer status and information
• Identify and suggest possible improvements on procedures
• Handle weekend on-call rotation/coverage

Indicators that this will be the role for you:

• Proven experience as a help desk technician or other customer support role
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Passionate (and patient) about problem solving and customer service
• Diligent with note taking, following process, and documentation
• Driven to learn more, stay positive, and grow; not only as a team member but in all of life

More about us: At LeadingIT, our people and our culture are at the heart of everything we do. We are a growing, security-focused MSP that runs on the Entrepreneurial Operating System (EOS). This means clarity, accountability, and alignment are not buzzwords here. They are how we operate every single day. We want everyone on our team to live their EOS life, which means having the ability to do what you love, with people you love, while making a huge difference, being compensated appropriately, with time for other passions. Our core values are not posters on the wall. They are who we are. Accountable. Staying Positive. Chase Excellence. Driven. Humbly Confident. If these values describe how you show up in your work and with your clients, you will fit right in here.

Our all-inclusive total compensation and benefits package for this role includes:

• Salary is based on your experience, drive and the value you can bring our company; and is in the range of $40,000 to $50,000 per year.
• Ascension plan if applicable
• We provide 100% company paid health, dental, life, and vision benefits – value of $4,500 to $14,000/year
• We match 5% of your contributions to Guideline 401k – value of 5% of salary.
• Open Door PTO policy
• Company provided gear (notebook + softphone) as well as company clothing.

Our hiring process:

• Submit your application
• If we like what we see, we will reach out to schedule a video interview

Additional Perks:

• We're building a company where success is shared. LeadingIT has committed to distributing $5 million in profit back to our team over the next 10 years—on top of fully paid benefits, unlimited PTO, and a people-first culture. We are building something that changes lives.