What are the responsibilities and job description for the Experienced Helpdesk Technician position at Buckeye IT Services, LLC.?
SKILLS TEST AND RECORDED PHONE INTERVIEW MUST BE COMPLETED FOR YOUR APPLICATION TO BE CONSIDERED
JOB TITLE: Helpdesk Technician
LOCATION: Tiffin, Ohio. This is a full-time, in-office position. Client support is delivered remotely from our office and on-site at client locations. Local travel to client sites is a regular part of this role.
EXPERIENCE: Minimum 1 year in a helpdesk role at an MSP or dedicated IT department
SALARY RANGE: $40,000 - $50,000
BENEFITS: Health, Dental, and Vision insurance, 100% paid for the employee
HOURS: 40 hours per week
LEAVE: 5 days per year, available after 90 days
REPORTS TO: President / Director of Operations
Overview
Atticus Rowan is a managed service provider serving regulated industries including financial services, legal, and private equity portfolio companies along with other small businesses. We have been doing this for over 20 years.
The Helpdesk Technician is the first person to touch a client ticket. Your job is to resolve issues quickly, communicate clearly, and make sure every client knows what is happening with their request at every step.
When you need backup, the rest of the Atticus Rowan service delivery team is there.
Responsibilities
Client Service
- Serve as the first point of contact for clients via phone, email, and ticket
- Provide remote troubleshooting and support from our Tiffin office
- Travel to client sites in NW Ohio as required
- Deliver a fast, friendly, and competent client experience on every interaction
Ticketing and Documentation
- Work and resolve all assigned helpdesk tickets and service requests through our ticketing system
- Log all work accurately and completely
- Keep client documentation current
- Split multi-issue tickets into individual tickets
- Keep tickets moving; no stale tickets
RMM and Monitoring
- Review the RMM dashboard daily and apply remediation actions per our processes
- Review scheduled and automated actions per our processes
Project Support
- Assist the projects team with delivery, on-site or remote, as needed
Communication and Reporting
- Escalate tickets requiring senior engineer support
- Update clients on ticket status at every stage
- Report any outages or changes that affect client issues
- Submit timesheets and expense reports per SOPs
- Identify and communicate risks to the Director of Operations and affected clients
Team and Process
- Follow the schedule provided by the Director of Operations
- Follow all SOPs for daily and weekly recurring tasks
- Follow all security procedures and stay alert for security issues
- Identify process improvement opportunities and bring them forward
- Take on additional duties as directed by leadership
Required Skills and Qualifications
- 1 year of verifiable helpdesk experience at an MSP or in a dedicated IT department
- Strong troubleshooting ability across operating systems, business applications, printing, and networking
- Good communication skills; able to explain technical issues clearly to non-technical clients
- Ability to type accurately while on the phone
- Solid knowledge of IT applications, software, and hardware
- Valid driver's license and reliable transportation for client site visits
- Ability to keep pace with a fast-moving technology environment
Nice to Have
- Experience with a ticketing system, RMM tool, or PSA software
- Experience supporting clients via remote tools
- Microsoft 365 experience
- Professional certifications such as CompTIA A , Microsoft MCP, MCSA, MCSE, ITIL, or similar
- Prior MSP experience
Career Path
This role leads naturally into Senior Helpdesk Engineer, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, or Service Delivery Manager.
Job Type: Full-time
Pay: $40,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- Help desk: 1 year (Required)
- IT support: 1 year (Required)
Work Location: In person
Salary : $40,000 - $50,000