Engage Applicant Tracker

Job Position

Customer Care Representative Level I

Job Type

Service

Job Category

Help Desk

Job Description

GENERAL SUMMARY:

The IT Help Desk Analyst Level I is responsible for managing and maintaining our client’s IT networks, client satisfaction and quieting their networks utilizing our MSP Platform.

Essential Duties and Responsibilities:

The IT Help Desk Analyst Level I position is a key contributor in the success of managing our client’s networks. This is achieved by quickly resolving incidents that our clients open via phone, email or on-line portal and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware.

Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Excellent customer relationship skills
 Ability to work on multiple priorities and/or projects simultaneously
 Excellent listening and communications skills, both verbal and written
 Must be organized, detail oriented and self-motivated
 Provide and maintain detailed documentation on each job
 Strong computer skills and effectively communicate electronically and on the phone
 Knowledge in basic networking configurations
 Ability to remain in contact with the client through the completion of the incident
 Problem-solving abilities and ability to meet service level agreement requirements
 Ability to build positive and collaborative relationships
 Willingness to develop professionally and ability to work with little supervision on a team
 Have reliable transportation and a valid State of Florida Driver’s License
 A clean 7 year criminal background check is a requirement for this position
 Required to work varying shifts and rotate weekend on call

Education Requirements:

High School Diploma and 4 years of experience
Associates Degree and 1 year of experience

Technology Requirements: Data Tech offers sponsored training:

 3CX Operations
 2X Optimal Client Setup
 Sonic Wall Firewalls
 Scorpion Interactive Website
 Kaseya
 Storage Craft Shadow

Company Sponsored Certifications you should look to achieve:

 3CX Certification (YouTube, 3CX Site)
 2X Certification (YouTube, 2X Site)
 Kaseya CTE
 Sonic Wall Training
 Symantec Cloud Virus Protection
 PRTG Network Monitor
 Storage Craft

Physical Requirements and Working Conditions:
Must possess the mobility to work in a standard office setting (on site or off), and to use standard office equipment, including a computer, concentration to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 40 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and/ or over the telephone. Must be able to sit/stand for extended periods of time. Must be able to operate a motorized vehicle.

Reviews:

90 Days: Introductory Performance Review
6 Months: Performance Evaluation Review
1 Year: Performance Evaluation and annually thereafter

You are required to sign a non-compete as a condition of employment with Data Tech

Skill Requirments

Certifications Requested

Employment Type

Full Time

Shift Requirements

7 am-7 pm M-F

Compensation

$16-$18/hr