Top 4 It help desk support Jobs in Sandusky, Oh

L1 Support Technician (Full Time)
Firelands IT Services —Sandusky, OH
- $17 - $19 an hour
- Full-time
- Computer literacy
- Office
- Windows
- Dental insurance
- Paid time off
Quick Apply

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L1 Support Technician (Full Time)

Firelands IT Services
Sandusky, OH

Quick Apply

Job Details

Full-time
$17 - $19 an hour

Benefits

Dental insurance
Paid time off
Vision insurance

Qualifications

Phone communication
High school diploma or GED
Typing

Full Job Description

Company Overview:
Firelands IT Services has been a leading provider of Managed IT Services to small and medium businesses in Ohio since 2007. The vision of Firelands IT Services is to provide fast and friendly World Class IT Support and Services at a cost effective rate.Founded:
2/20/2007 12:00:00 AM

Headquartered:
Sandusky, Oh

Contact:
Jeff Grenier

Location
2215 Cleveland Rd. Suite 105
Sandusky, OH 44870
United States of America

Department:
Operations

Years of Experience:
0 - 1 Years

Level of Education:
High School Diploma

Shift:
Day Shift

Description:

The number one goal of everyone in our Service Operations team is to make our Clients exceptionally happy. The L1 Helpdesk Technician plays an important role in making sure that happens.

The L1 Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the L1 Helpdesk Technician can get help from or escalate issues to other members in the Service Operations Team.

RESPONSIBILITIES & TASKS

Customer Service

Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with basic remote troubleshooting

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 in 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 resource to help deliver projects either on site or remotely. When opportunities arise the L1 Technician may be required to help with project delivery

Communication, Reporting & Risk

Escalate tickets that require Senior Helpdesk 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 their SOPs
Identify, Communicate and Mitigate potential risks to the Service Manager and Clients

Team Work

Follow the schedule provided by the Service 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 by the Service Delivery Coordinator, Service Manager or CTO

Skills:

Desired

A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
Strong understanding of Windows Operating System
Familiar with Business Applications, Printers and Basic Networking
The ability to be patient with people when they are struggling
IT literate – Advanced user level
A desire to learn and explore new technologies
Drivers license
The ability to keep up with & adapt to the fast-paced IT world

Nice to have but not necessary

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Experience and knowledge of working with the Microsoft 365 Platform
Strong understanding of operating systems (Windows & MacOS), business applications, printing systems and network systems
Professional IT Certifications such as Comptia A+, Net+, Microsoft, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Quick Apply

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it help desk support jobs in sandusky, oh

L1 Support Technician (Full Time)

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