Help Desk Technician I

The Help Desk Technician I is responsible for providing exceptional customer service and technical support to Xobee’s clients and vendors, and has proven experience troubleshooting problems ranging from server, network, and PC issues. Tier I acts as the first primary support representative in logging and responding to customer service requests, as well as manages calls and tickets delegated by dispatch. The Help Desk Technician I is highly motivated with the desire and drive to learn quickly. Candidates enjoy working in a fast-paced environment, with the ability to work independently or with a team.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

The following is a list of essential job functions and responsibilities for the Help Desk Technician I. Other duties and responsibilities may be added as needed, or modified from time to time.

• Diagnose and resolve support tickets that come in via phone, email or chat.
• Clearly communicate with clients in a professional and timely manner to keep them informed about the progress of their service requests and iUpgrade to see actual info.
• Collaborate with internal teaUpgrade to see actual infombers regarding resolutions to various client issues.
• Utilize experience and knowledge to assess issues and provide solutions.
• Take ownership of tickets and client interactions.
• Assist with responding to alerts and tickets from various monitoring systems.
• Document resolutions and update procedures that may be outdated.
• Report critical iUpgrade to see actual info or problems that become too complex for self-resolution.
• Escalate issues to Tier II when necessary.

REQUIRED SKILLS AND EXPERIENCE:

Minimum of 12 months experience administering/supporting the following:
• Small business LAN troubleshooting
• Microsoft365/Azure Active Directory
• Microsoft Windows Server 2012 and above
• Help desk or relevant customer service skills
• Experience with PSA and RMM tools
• Fundamental understanding of DNS, DHCP, and TCP/IP
• Knowledge of backup technologies
• Knowledge of security practices and policies

Preferred Skills and Experience:

• Strong MSP or similar work experience
• Associate or Bachelor’s degree in a computer related field required. Relevant and significant industry experience may provide as a substitute for education
• Any Microsoft, Cisco, Security+ or other certifications is a plus
• Sophos software and hardware
• ITGlue
• Experience with ConnectWise Automate/Control is a plus
• Veeam Backup and Replication
• VMware
• RDS environments
• Cisco/DUO