| Job Description |
General Summary: As a Level 1 Help Desk Technician at Data-Tech, you will play a crucial role in managing and maintaining our clients' IT networks, ensuring their satisfaction, and ensuring seamless operations through our MSP Platform. Your primary responsibilities will involve swiftly resolving incidents reported by clients through various channels and proactively monitoring alerts to address potential issues before they impact our clients. Your expertise and dedication will be instrumental in ensuring the smooth functioning of our clients' IT infrastructure.
Essential Duties and Responsibilities:
- Respond promptly to incidents reported by clients via phone, email, or online portal, resolving technical issues effectively and efficiently.
- Proactively monitor alerts generated by our tools, taking necessary actions to address and prevent potential incidents.
- Cultivate strong customer relationships by providing excellent customer service, attentive communication, and timely updates to clients.
- Maintain detailed documentation of all tasks and incidents to ensure clear and accurate records of actions taken.
- Collaborate with the team to meet service level agreement requirements and ensure client satisfaction.
- Demonstrate problem-solving abilities and the capability to handle multiple priorities and projects simultaneously.
- Embrace continuous professional development and work effectively in a team with minimal supervision.
Skills and Abilities Required: To excel in this role, the ideal candidate should possess the following skills and abilities:
- Excellent interpersonal and communication skills, both verbal and written.
- Strong organizational skills, attention to detail, and self-motivation.
- Proficiency in working with computers and adeptness in electronic communication.
- Knowledge of basic networking configurations to diagnose and resolve issues.
- Ability to remain in regular contact with clients until incidents are satisfactorily resolved.
- Willingness to foster positive and collaborative relationships with team members and clients.
- Reliable transportation and a valid State of Florida Driver's License are required.
- Successful completion of a clean 7-year criminal background check is mandatory for this position.
- Flexibility to work varying shifts and participate in weekend on-call rotations.
Education and Training Requirements:
- High School Diploma and a minimum of 4 years of relevant experience.
- Associate's Degree and at least 1 year of relevant experience.
Technology Training and Certifications: Data-Tech offers sponsored training in the following areas:
- 3CX Operations
- 2X Optimal Client Setup
- Sonic Wall Firewalls
- Scorpion Interactive Website
- Kaseya
- Storage Craft Shadow
We encourage you to pursue the following company-sponsored certifications to enhance your expertise:
- 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: This position involves working in a standard office setting (on-site or off) and may require mobility, including the ability to operate a motorized vehicle. You should be able to lift and carry objects weighing up to 40 pounds. The role demands attentiveness to detail despite potential interruptions, the ability to sit/stand for extended periods, and clear vision and hearing for in-person and/or telephone communication.
Performance Reviews and Non-Compete Agreement: As part of Data-Tech's commitment to employee growth and development, performance reviews are conducted at various intervals: 90 Days (Introductory Performance Review), 6 Months (Performance Evaluation Review), and 1 Year (Performance Evaluation), followed by annual evaluations. As a condition of employment with Data-Tech, you will be required to sign a non-compete agreement.
Join Data-Tech, where you'll have the opportunity to thrive as a Level 1 Help Desk Technician and contribute significantly to the success of our clients' networks. Apply your expertise, grow your skillset, and be a part of our supportive team-driven culture.
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