we're Hiring a TIER 1 TECHNICIAN!

Job Title: Tier 1 Helpdesk Technician

Location: Fall River, MA & surrounding areas

Job Type: Full-Time

Job Description: The number one goal of everyone in our team is to make our clients exceptionally happy. The Tier 1 Helpdesk Technician plays an important role in making sure that happens. The Tier 1 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 Tier 1 Helpdesk Technician can get help from Tier 2 & 3 technicians. 

Key Responsibilities

CUSTOMER SERVICE:

- Provide 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 our clients 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 in our ticketing system

- Make sure that all client documentation is well maintained

- Manage tickets and make sure that all tickets are getting proper attention

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 Tier 1 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

- Identify, Communicate and Mitigate potential risks to Management and Clients

TEAM WORK

- Follow the schedule provided by Management or Service Coordinator / Dispatcher

- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

- Follow all our Security Procedures and Keeping 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 Management

QUALIFICATIONS

- 2 year degree in Computer Science or relevant field

- 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

- Valid Driver’s 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 and handling Service Tickets

- Experience and knowledge of working with the Microsoft 365 Platform

- Professional IT Certifications

- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. 

PERKS

- Retirement savings plan (IRA) with company match

- Paid vacation and sick time 

- Health, vision, and dental offerings

- An easy-going environment and culture (we all enjoy what we do) 

- A Proactive Approach to Ongoing Training to help you develop life-long skills

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.

Titan Technology Services, LLC is an equal opportunity employer.