Help Desk Support

HairClub•Boca Raton, FL

1d•Hybrid

About The Position

MAJOR RESPONSIBILITIES: 60% Learn and support Information Technology operations: Respond to escalated issues via tickets, chat, email, or phone. Provide technical assistance for questions and problems beyond Help Desk Support Level 1 resources. Resolve problems with networks, phones, and other computer systems. Diagnose system errors and other issues. Complete hardware requests. Follow up with customers to ensure full resolution of issues 20% Learn and support Information Technology infrastructure: Provide support within network and systems administration. Train other employees on troubleshooting and diagnosing problems. Request feedback and/or monitor calls and other methods of correspondence to improve training methods 10% Research and deliver strategic business projects: Resolve and document solutions to tickets beyond knowledge of Help Desk Support Level 1 support 10% Support Information Technology processes: Perform queue management to achieve service level agreements (“SLAs”) in a timely manner and provide quality assurance standards for work performed and where applicable, train employees and/or members Performs other duties as required MANAGEMENT AND COLLABORATION: Manage call volume Collaborate with company employees to ensure issues are resolved and ensure satisfaction Collaborate with senior leadership in company initiatives QUALIFICATIONS: Windows servers, Active Directory, VMware, Citrix, Microsoft Exchange/Office 365, Azure experience is a plus Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (ConnectWise, Automate, ITGlue) Knowledge of backup applications (Veeam, Barracuda, E-Vault, etc.) Knowledge of Android OS and Devices a plus Knowledge of Security and Networking Experience with email and spam filtering services (Mimecast, Barracuda, McAfee SaaS, etc.) Familiarity with DNS, DHCP, and TCP/IP KEY COMPETENCIES: Strong customer service skills Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience. Strong learning agility Positive teamwork and collaboration skills Efficient in planning, organizing and time management Proficient research and analysis skills Takes initiative and remains adaptable Strong documentation skills Demonstrate technical proficiency WORKING CONDITIONS: Office environment with potential hybrid or remote work schedule Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading Sitting stationary for long periods of time Keyboarding: entering text and/or data into a computer Requires working with computer systems May require light lifting <50 lbs.

Requirements

Windows servers, Active Directory, VMware, Citrix, Microsoft Exchange/Office 365, Azure experience is a plus
Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (ConnectWise, Automate, ITGlue)
Knowledge of backup applications (Veeam, Barracuda, E-Vault, etc.)
Knowledge of Android OS and Devices a plus
Knowledge of Security and Networking
Experience with email and spam filtering services (Mimecast, Barracuda, McAfee SaaS, etc.)
Familiarity with DNS, DHCP, and TCP/IP
Strong customer service skills
Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.
Strong learning agility
Positive teamwork and collaboration skills
Efficient in planning, organizing and time management
Proficient research and analysis skills
Takes initiative and remains adaptable
Strong documentation skills
Demonstrate technical proficiency
Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading
Sitting stationary for long periods of time
Keyboarding: entering text and/or data into a computer
Requires working with computer systems
May require light lifting <50 lbs.

Responsibilities

Learn and support Information Technology operations: Respond to escalated issues via tickets, chat, email, or phone.
Provide technical assistance for questions and problems beyond Help Desk Support Level 1 resources.
Resolve problems with networks, phones, and other computer systems.
Diagnose system errors and other issues.
Complete hardware requests.
Follow up with customers to ensure full resolution of issues
Learn and support Information Technology infrastructure: Provide support within network and systems administration.
Train other employees on troubleshooting and diagnosing problems.
Request feedback and/or monitor calls and other methods of correspondence to improve training methods
Research and deliver strategic business projects: Resolve and document solutions to tickets beyond knowledge of Help Desk Support Level 1 support
Support Information Technology processes: Perform queue management to achieve service level agreements (“SLAs”) in a timely manner and provide quality assurance standards for work performed and where applicable, train employees and/or members
Performs other duties as required
Manage call volume
Collaborate with company employees to ensure issues are resolved and ensure satisfaction
Collaborate with senior leadership in company initiatives