Tier 2 Helpdesk Technician

Overview JOB TITLE: Senior / Level 2 Helpdesk Technician Salary Range: $50,000 - $65,000 + Benefits Hours of Work: 40 hours per week Location: Smyrna, GA Leave Entitlement: 15 days per year Responsible To: Service Desk Manager Responsibilities & Tasks Customer service – Work on and resolve escalated Help Desk Tickets Delight clients with a friendly, quick and helpful experience Provide the client with basic remote troubleshooting Remote hardware maintenance and support Use of our Ticketing System to work on and resolve Help Desk Tickets & Service Requests in real time Manage and record all work through the Ticketing System Ensure client documentation is well maintained Split tickets with multiple issues into individual tickets Ensure tickets are not stale throughout the process Use of our Remote Management & Monitoring (RMM) Tool Review RMM dashboard and apply remediation actions per processes Review regularly scheduled/automated actions as indicated by processes Project Work – May be required to assist with project delivery on site or remotely Communication, Reporting & Risk – Escalate tickets requiring Service Delivery Manager support Communicate ticket status to the client at each step and notify of outages or changes Submit timesheets & expense reports as per SOPs Identify, communicate and mitigate potential risks to Service Delivery Manager and Clients Teamwork – Mentor junior team members; follow schedule and SOPs; follow security protocols Identify opportunities for improvement and contribute to process changes Undertake other duties as required by Service Desk Manager or CTO Skills & Attributes Strong problem solving and communication skills; ability to listen Advanced understanding of support tools, techniques, and how technology is used to provide services Advanced understanding of operating systems, business applications, printing systems and network systems Advanced diagnosis of issues related to end-user hardware, software and network devices Advanced experience with the Microsoft 365 Platform Ability to type quickly and accurately while talking on the phone Desire to deliver an amazing client experience Advanced knowledge of IT applications, software and hardware Ability to speak both Geek and human Driver’s license Ability to keep up with and 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 Professional IT Certifications (e.g., CompTIA Network+, Security+; Microsoft MS-900, AZ-900, SC-900, ITIL/ITSM, etc.) Client Experience Certifications (e.g., Help desk Habits) Experience at a Help Desk or MSP/IT Support Business Required Education/Certification 4-year degree from an accredited institution Physical Demands Ability to sit, talk, and listen; use hands; reach with hands and arms; stand and walk Lift and/or move up to 50 lbs occasionally Ability to travel within the Atlanta Metro area and 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 Senior Help Desk Technician naturally leads into roles such as the Service Delivery Manager. Job Details Job Type: Full-time Pay: $65,000.00 - $80,000.00 per year Benefits 401(k) matching Dental insurance Health insurance Vision insurance Paid time off Professional development assistance Retirement plan Schedule Monday to Friday On call Education Associate (Required) Experience Tier II: 3 years (Required) Windows: 5 years (Required) Mac: 5 years (Required) License/Certification Driver's License (Required) Work Location In person #J-18808-Ljbffr SMB IT Solutions