IT Help Desk Support - Entry-Level

Job Description

Position Title: Help Desk Support for Louisville Geek

Location: Louisville Geek Office

Department: Service Delivery

FLSA Designation: Non-Exempt

Reports To: Technical Concierge Manager

Date Created/Revised: 09/26/2023

JOB SUMMARY:

The Help Desk Support is responsible for ensuring Louisville Geek s clients receive professional responses to service requests. The role ensures Louisville Geek s clients receive assistance with support requests through outstanding customer service, rapid response to email and phone calls, service coordination and other client experience activities. Working in client systems as well as performing basic network troubleshooting is a daily activity in this role. Ability to complete entry level tickets with a basic level of generalized IT proficiency is a must for the role s ideal candidate.

JOB DUTIES AND RESPONSIBILITIES:

• Receive, log and route calls and incoming service requests by answering phone calls, responding to emails and generating service tickets
• Perform follow-up, ticket review, and other client experience and status related tasks
• Provide assistance coordinating work, scheduling service delivery and coordinating IT service for clientele
• Perform follow up with clientele on any ticket outside Louisville Geek s service level agreement(s)
• Provide support through service ticket creation and escalation
• Remediate entry level support tasks when possible
• Assist other Concierge Specialists when necessary
• Escalate service requests that require Engineer level support
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as they occur
• Enter all work as activities, service tickets, or project tickets in ConnectWise
• Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry

EDUCATION AND EXPERIENCE:

• High school diploma or GED require
  
• Associates degree preferred in computer science, business administration or a related field
• Professional IT Certifications, such as: Comp Tia A+, Network+ or Secuity+ are preferred
• At least 3 years of experience in a customer service role is preferred
• Previous experience in a call center or a similar IT Support role is preferred

KNOWLEDGE, SKILLS AND ABILITIES:

• Proficient in phone-based client engagement and de-escalation
• Working knowledge of computer networking technologies, modern Microsoft Windows desktop operating systems and familiarity administering basic Windows server functions
• Knowledge of Microsoft Office productivity suites
• Knowledge of administering common Cisco, SonicWall, Fortinet, etc.routers
• Knowledge of networking systems and tools such as HP and Cisco Switchs, VLAN, VPN, NAT, Routing, and Wireless technologies
• Basic knowledge of systems and tools such as Exchange, SQL, StorageCraft, SAN, Citrix, VMware, Hyper-V, O365, Azure, Active Directory, Group Policy, and other MS Cloud and Hosted Solutions
• Must have a continuously growing knowledge of industry applications, processes, software, and equipment
• Strong organizational, presentation, and customer service skills
• Growing skill in planning and preparing written communications
• Interpersonal skills such as: telephony, communication, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Service awareness of all organization s key services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide services
• Self-motivated with the ability to work in a fast-paced environment

Thrive is an Equal Opportunity Employer.