Triage Help-Desk Tech- Entry-Level

Premier Managed IT Service Company that delivers IT products and services to small businesses in the New York metro and Georgia area, is looking to add a triage technician in our Atlanta office. We are looking for the best and brightest; a hardworking and dedicated individual to join our growing team. This position will provide growth opportunities to other senior technical client-facing roles of our firm.

We demand people who:
· Care about our clients
· Are passionate about what they do
· Are team players, and willing to help other team members
· Believe in doing things right the first time
· Are dedicated to continual improvement
· Embody positivity

Everyday Duties

• Provide and maintain superior customer experience through effective ongoing communication, with clients, vendors, and our technical support staff


• Respond to incoming phone calls and email help-desk requests using our ticketing system


• Triage incoming help desk requests by defining proper ticket details including contact and location information, type of request, issue severity, impact, and urgency, etc.


• Identify and learn appropriate software and hardware being used and supported by our clients


• Liaise with our remote help desk support team to dispatch on-site field engineers to client sites for issue resolution, and other IT field assignments.


• Communicate with vendors on open tickets on behalf of our clients and engineers


• Maintain CRM and ticketing system


• Research questions, issues, and concerns as directed by management


• Provide thorough follow-up on tickets to ensure satisfactory completion

Qualifications

• Superior communication skills


• Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills


• Highly self-motivated and directed


• Ability to effectively prioritize and execute tasks


• Good understanding of the organization's goals and objectives


• Experience working in a team-oriented, collaborative environment


• Ability to absorb and retain information quickly


• Ability to present ideas in user-friendly language


• Proven analytical and problem-solving abilities


• Customer service orientation (Previous customer service experience a plus)

Education Requirements:

• Bachelor's degree preferred --- Students welcome


• A +, Network +, or ITIL certifications a plus

Job Type: Full-time

Salary + Benefits:

• $30,000.00 - $32,000.00 /year

Some of Our Benefits include

• Paid Time Off (PTO)


• Matching 401K


• Subsidized individual & family health, dental, and vision insurance plans


• Ongoing company-funded professional development & education allowances


• Much more!

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