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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1. HOW DO YOU PLAN YOUR DAY?

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