ITNetGroup, LLC
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The number one goal of everyone in our team is to make our Clients exceptionally happy. The
Help Desk Engineer
plays an important role in making sure that happens. The
Help Desk Engineer
handles support requests for the
Service Delivery Team . When help is needed the
Help Desk Engineer
can turn to the
Service Delivery Manager
for guidance and support. Responsibilities & Tasks
Customer Service
Work on and resolve Helpdesk Tickets Delight our Clients with a Friendly, Quick and Helpful Experience Provide the Client with remote and on-site troubleshooting Remote and on-site Hardware Maintenance and Support
Use of our Ticketing System
Use our Ticketing System to work on and resolve Helpdesk 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 resources to help deliver projects either on site or remotely. When opportunities arise the
Help Desk Engineer
may be required to help with project delivery
Communication, Reporting & Risk
Create and maintain documentation Escalate tickets that require Senior System 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 Timesheets & Expense reports as indicated on our SOPs Identify, Communicate and Mitigate potential risks to the
Service Delivery Manager
and Clients
Team Work
Mentor the “Junior” Service Team Members Follow the schedule provided by the Service Delivery Manager 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
Skills and Attributes
Bachelor’s degree in IT or 2+ years of relevant experience. 1–2 years in a Help Desk or IT Support role. A love of (and ability to) Solve Problems & Challenges Great Communications skills, founded in being a good listener Understanding of support tools, techniques and how technology is used to provide services Understanding of operating systems, business applications, printing systems and network systems Diagnosis skills of technical issues related of end-user hardware & software and network devices Experience installing and maintaining networking Experience and knowledge of working with the Microsoft 365 Platform Experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc) Experience working with vendors for expedited troubleshooting of hardware and software systems Must be able to type quickly and accurately while talking on the phone Knowledge of IT Applications, Software & Hardware The ability to speak both Geek
and
human Great Communications skills, founded in being a good listener Drivers 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 Professional IT Certifications (CompTIA A+, MS Certifications) Client Experience Certifications such as Helpdesk Habits etc. Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. Perks
Get your birthday off Generous incentives for reaching Team and Company Goals An easy-going environment and culture (we all enjoy what we do) A Proactive Approach to Ongoing Training to help you develop life-long skills Company matched Simple IRA Paid time off Health and Dental, we\'ve got you covered Career Growth
For someone looking to progress their role, the
Help Desk Engineer
naturally leads into roles such as:
Systems Engineer and Senior Systems Engineer. Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries
IT Services and IT Consulting Referrals increase your chances of interviewing at ITNetGroup, LLC by 2x Get notified about new Help Desk Support Engineer jobs in Tallahassee, FL.
#J-18808-Ljbffr
Help Desk Engineer
plays an important role in making sure that happens. The
Help Desk Engineer
handles support requests for the
Service Delivery Team . When help is needed the
Help Desk Engineer
can turn to the
Service Delivery Manager
for guidance and support. Responsibilities & Tasks
Customer Service
Work on and resolve Helpdesk Tickets Delight our Clients with a Friendly, Quick and Helpful Experience Provide the Client with remote and on-site troubleshooting Remote and on-site Hardware Maintenance and Support
Use of our Ticketing System
Use our Ticketing System to work on and resolve Helpdesk 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 resources to help deliver projects either on site or remotely. When opportunities arise the
Help Desk Engineer
may be required to help with project delivery
Communication, Reporting & Risk
Create and maintain documentation Escalate tickets that require Senior System 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 Timesheets & Expense reports as indicated on our SOPs Identify, Communicate and Mitigate potential risks to the
Service Delivery Manager
and Clients
Team Work
Mentor the “Junior” Service Team Members Follow the schedule provided by the Service Delivery Manager 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
Skills and Attributes
Bachelor’s degree in IT or 2+ years of relevant experience. 1–2 years in a Help Desk or IT Support role. A love of (and ability to) Solve Problems & Challenges Great Communications skills, founded in being a good listener Understanding of support tools, techniques and how technology is used to provide services Understanding of operating systems, business applications, printing systems and network systems Diagnosis skills of technical issues related of end-user hardware & software and network devices Experience installing and maintaining networking Experience and knowledge of working with the Microsoft 365 Platform Experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc) Experience working with vendors for expedited troubleshooting of hardware and software systems Must be able to type quickly and accurately while talking on the phone Knowledge of IT Applications, Software & Hardware The ability to speak both Geek
and
human Great Communications skills, founded in being a good listener Drivers 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 Professional IT Certifications (CompTIA A+, MS Certifications) Client Experience Certifications such as Helpdesk Habits etc. Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. Perks
Get your birthday off Generous incentives for reaching Team and Company Goals An easy-going environment and culture (we all enjoy what we do) A Proactive Approach to Ongoing Training to help you develop life-long skills Company matched Simple IRA Paid time off Health and Dental, we\'ve got you covered Career Growth
For someone looking to progress their role, the
Help Desk Engineer
naturally leads into roles such as:
Systems Engineer and Senior Systems Engineer. Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries
IT Services and IT Consulting Referrals increase your chances of interviewing at ITNetGroup, LLC by 2x Get notified about new Help Desk Support Engineer jobs in Tallahassee, FL.
#J-18808-Ljbffr