Helpdesk Technician I

Company Description 

At Lunavi, we believe in illuminating the path forward and helping our customers navigate what’s next. We are innovators who are combining the power of human ingenuity and technology to deliver an unrivaled customer experience. We’re a trusted partner for companies looking to digitally transform their business, modernize business applications, solve traditional IT challenges, and extract ROI from technology. Our high-performing teams, deep expertise, and proven processes help to propel businesses forward. 

This position will perform the 3 functions of the Technician I- Help Desk, Monitoring, and Support.  Responsible for managing the ticketing system and answering the phones, monitoring our systems, monitoring the facilities, and successfully completing tickets to customer satisfaction.  This is not meant to be an all-inclusive list, but this lists the major responsibilities.  Reports to the Director of Managed Services and Engineering.  

Role and Responsibilities 

• Must ensure 100% understanding on all alerts received and act according to policy per alert.   
• Answer the phones politely and transfer calls accordingly.  
• Follow proper email etiquette as detailed in the best practices document and  
• Respond promptly to all email and Microsoft Teams messages.   
• Check In/Out of approved visitors, and escort customers to the data floor.   
• Assist in writing and updating documentation (if requested) while handling normal ticket workflow.   
• Use all available documentation first while handling normal ticket workflow prior to escalation.

• 0-1 years of IT experience. 
• High School Diploma or GED 
• CompTIA A+ or CompTIA IT Fundamentals (ITF+) 
• Proven passion in the field and some applicable experiences are required  
• Ability to handle heavy ticket workflow while remaining calm under pressure  
• Basic knowledge of Local Area Networks (LAN) and Virtual Desktop infrastructure (VDI) 

Behavioral Expectations   

• Interact and coordinate respectfully with other departments and the helpdesk to resolve customer issues 
• Maintains a positive attitude and quickly adapts to change 
• Must always maintain a pleasant demeanor with customers 
• Self-motivated to learn new technology and new ways to deliver it 
• Customer Service - demonstrates the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally.  
• Maintain constructive relationships and demonstrate respect for everyone contacted. 
• Consistently provide ideas, opinions, or information in an articulate, professional way. Actively listen to others and demonstrate understanding of other points of view.  
• Ability to take constructive criticism from Team Leads and upper Management and respect the authority of the Team Lead to run an operationally sound shift.