Helpdesk Technician
Best of Bluffton winning company, providing Information Technology Managed Services to greater Bluffton, Hilton Head Island, and the Lowcountry.
We are looking to provide excellence to our clients. As a result, we are seeking a full-time Helpdesk Technician with dispatch responsibilities, to join our growing team of IT professionals.
Our Helpdesk plays a critical customer-facing role in the ongoing experience and delivery of our Managed IT Services, providing end-user technical support, hardware, and network support for clients via telephone and email requests. Technicians quickly assess end-user issues and work both independently and with teammates to provide support and problem resolution in a timely manner.
We are looking for a customer-focused, exceptional communicator and problem-solver, who can deliver high quality and timely solutions through effective troubleshooting and triage.
You will be highly motivated and expected to learn. We would love this person in this role to grow into a junior systems administrator over time.
Technical Responsibilities:
- You will be one of the primary personnel members responsible for intake - Answer incoming phone calls, collect all pertinent information, and enter information into the ticket system. You will inform the customer of SNS follow up timeframes responding to the ticket request.
- Provide telephone and email-based support in response to basic customer questions.
- Provide an effective first point of contact technical support to end users on system and application support.
- Identify, research, troubleshoot, and resolve hardware, networking, and software problems.
- Coordinate with other SNS team members, clients, and vendors to support new or existing technology solutions.
- Effectively escalate issues to higher technical level team members as deemed appropriate.
- Onsite dispatch to client location when necessary to assist the SNS team.
- Continuously learn and share information with the team. Implement improvements to help the team be effective and efficient.
- Assist in the delivery of client technology training.
- Keep documentation up to date. Make use of existing documentation, online reference information, and ticket history in solving technical problems.
- Become a subject matter expert in all Managed Service Provider software solutions. Utilize all Managed Service Provider software utilities to respond to tickets and provide solutions for the client environment.
- Access and manage customer data securely during procedures, safeguarding data always and maintaining confidentiality.
Leadership Responsibilities
- All team members will utilize the ticket system. As a Help Desk Technician, we are counting on you to work with our Help Desk and Systems Admin staff to ensure that no tickets fall through the cracks or otherwise go unaddressed or unassigned.
- Ability to communicate technical issues and plans for resolution, confidently & clearly.
- Serve as a client advocate in coordinating technical, client personnel, and vendors to ensure the efficient implementation of new systems, software, or troubleshooting customers’ IT needs.
- Possess a continuous learning & improvement mindset as it relates to technical solutions.
- Stay up to date with modern technologies and solutions.
Technical Skills and Experience
- Ability and willingness to travel to client locations as needed.
- Ability to analyze technical/network diagrams and specifications.
- 2+ years’ experience with computer hardware and software. CompTIA and/or A+ certification is a plus.
- 2+ years’ experience in a professional service help desk environment with an understanding of networking technologies and knowledge of troubleshooting procedures.
- Experience with desktop hardware, software applications, printing, anti-virus, anti-malware, current versions of Microsoft Windows, Microsoft Office, Microsoft 365, Azure, Exchange & Exchange Online.
- Some exposure to network switching, firewall platforms and backup platforms.
- A calm demeanor. Experience communicating with end users on the phone and email, ability to communicate with technical and non-technical stakeholders, and can defuse potential or actual difficult situations.
- Customer-focused mindset, and ability to work collaboratively with internal and external customers across a wide range of industries, backgrounds, and technical skillsets.
- Results-driven and exceptional ability to deliver high-quality & timely technical solutions.
- Possess excellent written and verbal communication skills, attention to detail, and ability to think critically and analytically.
- Strong prioritization skills and ability to handle multiple tasks & projects effectively.
- Solid communication skills to interact with all levels of associates, senior management and/or vendors.
- Ability to make decisions and recommendations. Aptitude to influence, build partnerships and set priorities.
This role is performed onsite during business hours in our Bluffton office.
This role requires work outside of normal business hours, on call after hours and weekends.
Candidates must have reliable transportation and a clean driving record.
SNS Technologies values diversity and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by law.
Job Type: Full-time
Pay: $40,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
Application Question(s):
- Are you willing to work and complete tasks with a sense of urgency?
- Are you self-driven and reliable?
Experience:
- Windows: 2 years (Required)
- Microsoft Windows Server: 1 year (Preferred)
- Microsoft Office: 1 year (Preferred)
Ability to Commute:
- Bluffton, SC 29910 (Preferred)
Work Location: In person
