Come join our rapidly expanding team at Absolute Computer Solutions
The number one goal of everyone in our team is to make our Clients exceptionally happy. The IT Helpdesk Technician plays an important role in making sure that happens.
We are seeking a skilled IT Helpdesk Technician to join our fast-paced in office team. In this role, you will provide essential IT support services to our clients, ensuring seamless operation of their systems and networks.
RESPONSIBILITIES & TASKS
Customer Service
Provide frontline technical support to clients via phone, email, or remote access tools.
Delight our Clients with a Friendly, Quick and Helpful Experience.
Provide the Client with basic remote troubleshooting.
Collaborate effectively with team members and other departments to deliver exceptional service and support.
Use of our Ticketing System
Diagnose and resolve technical issues related to hardware, software, and network systems.
Document all support interactions and solutions using our ticketing system.
Make sure that Client Documentation is well maintained.
Split tickets that have several issues into their own individual ticket.
Make sure that tickets aren't stale throughout the process.
Use of our RMM and Monitoring tools
Review RMM dashboard and apply remediation actions as indicated by our Processes.
Review regularly scheduled/automated actions as indicated by our Processes.
Assist in the maintenance and administration of client IT infrastructure, including servers, workstations, and network devices.
Conduct routine system monitoring and performance tuning to ensure optimal uptime and performance.
Project Work
From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Level 1 IT Helpdesk Technician may be required to help with project delivery.
Communication, Reporting & Risk
Escalate tickets that require Senior Helpdesk Engineer support.
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
Submit Timesheets & Expense reports as indicated on their SOPs.
Identify, Communicate and Mitigate potential risks to the]]>
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