SMB IT Solutions
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
Overview The number one goal of everyone on our team is to make our Clients exceptionally happy. The
Senior Help Desk Technician
plays an important role in making sure that happens.
The
Senior Help Desk Technician
handles escalated support requests for the
Service Delivery Team . They are assigned support requests that a
Junior Help Desk Technician
can’t handle.
When help is needed the
Senior Help Desk Technician
can turn to the
Service Delivery Manager
for guidance and support.
Responsibilities & Tasks Customer Service
Work on and resolve escalated Help Desk Tickets
Delight our 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
Use our Ticketing System to work on and resolve Help desk Tickets & Service Requests in
real time
Managing and recording all work through 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 Remote Management & Monitoring 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
Senior / L2 Technician
may be required to help with project delivery
Communication, Reporting & Risk
Escalate tickets that require
Service Delivery Manager
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 Delivery Manager
and Clients
Teamwork
Mentor the “Junior” Service Team Members
Follow the schedule provided by the Service Desk Manager
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Protocols and Procedures, 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
or
CTO
Skills & Attributes Desired
A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
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 skills of technical issues related to end-user hardware & software and network devices
Advanced experience and knowledge of working with the Microsoft 365 Platform
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Advanced knowledge of IT Applications, Software & Hardware
The ability to speak both Geek
and
human
Great Communications skills, founded in being a good listener
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 in handling Technical Service Tickets
Professional IT Certifications such as CompTIA Network+, Security+, Microsoft MS-900, AZ-900, SC-900, AI-900, AI-3018, 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
Senior Help Desk Technician
naturally leads into roles such as: the Service Delivery Manager.
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
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
Overview The number one goal of everyone on our team is to make our Clients exceptionally happy. The
Senior Help Desk Technician
plays an important role in making sure that happens.
The
Senior Help Desk Technician
handles escalated support requests for the
Service Delivery Team . They are assigned support requests that a
Junior Help Desk Technician
can’t handle.
When help is needed the
Senior Help Desk Technician
can turn to the
Service Delivery Manager
for guidance and support.
Responsibilities & Tasks Customer Service
Work on and resolve escalated Help Desk Tickets
Delight our 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
Use our Ticketing System to work on and resolve Help desk Tickets & Service Requests in
real time
Managing and recording all work through 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 Remote Management & Monitoring 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
Senior / L2 Technician
may be required to help with project delivery
Communication, Reporting & Risk
Escalate tickets that require
Service Delivery Manager
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 Delivery Manager
and Clients
Teamwork
Mentor the “Junior” Service Team Members
Follow the schedule provided by the Service Desk Manager
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Protocols and Procedures, 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
or
CTO
Skills & Attributes Desired
A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
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 skills of technical issues related to end-user hardware & software and network devices
Advanced experience and knowledge of working with the Microsoft 365 Platform
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Advanced knowledge of IT Applications, Software & Hardware
The ability to speak both Geek
and
human
Great Communications skills, founded in being a good listener
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 in handling Technical Service Tickets
Professional IT Certifications such as CompTIA Network+, Security+, Microsoft MS-900, AZ-900, SC-900, AI-900, AI-3018, 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
Senior Help Desk Technician
naturally leads into roles such as: the Service Delivery Manager.
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