1 Junior / Level 1 Helpdesk Technician Job in Plano, TX

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Junior / Level 1 Helpdesk Technician

OVAATECH LLC

Plano, TX | Full Time

$51k-64k (estimate)

2 Months Ago

Junior / Level 1 Helpdesk Technician

OVAATECH LLC Plano, TX

$51k-64k (estimate)

Full Time 2 Months Ago

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OVAATECH LLC is Hiring a Junior / Level 1 Helpdesk Technician Near Plano, TX

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Junior Helpdesk Technician plays an important role in making sure that happens.

The Junior Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the Junior Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.

Requirements

CUSTOMER SERVICE

Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with basic remote troubleshooting

USE OF OUR TICKETING SYSTEM

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
Managing and recording all work through 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 MONITORING & MANAGEMENT TOOL

Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes

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 Junior / L1 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 Service Delivery Manager and Clients

TEAMWORK

Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change.
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO

SKILLS AND ATTRIBUTES

DESIRED

A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Strong understanding of operating systems, business applications, printing systems and network systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
Great Communications skills, founded in being a good listener
IT literate – Advanced user level
A deep desire to deliver an amazing Client Experience
Drivers license
The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Experience and knowledge of working with the Microsoft 365 Platform
Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

CAREER GROWTH

For someone looking to progress their role, the Junior Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager.