Help Desk Technician

Job Description

POSITION OVERVIEW:
The Help Desk Technician is responsible for providing exceptional customer service and technical support to Xobee’s clients and vendors. They must have proven experience troubleshooting problems ranging from server, network, and PC issues.

Tier I acts as the primary support representative, logging and responding to customer service requests and managing calls and tickets delegated by dispatch. The Help Desk Technician is highly motivated, with a desire to learn quickly. Candidates should enjoy working in a fast-paced environment, with the ability to work independently or as part of a team.

This position requires work during normal business hours (M-F 8 AM – 5 PM); however, operational needs may require additional time outside normal business hours.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

The following is a list of essential job functions and responsibilities for the Help Desk Technician. Other duties and responsibilities may be added as needed or modified over 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 incidents.
• Collaborate with internal team members to resolve 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• Document resolutions and update outdated procedures.
• Report critical incidents or problems that become too complex for self-resolution.
• Escalate issues to Tier II when necessary.

REQUIRED SKILLS AND EXPERIENCE:

Minimum of 12 months of experience administering/supporting the following:

• Small business LAN troubleshooting
• Microsoft 365 / Azure Active Directory
• Microsoft Windows Server 2012 and above
• Help desk or relevant customer service experience
• 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 (relevant industry experience may substitute for education)
• Any Microsoft, Cisco, Security+, or other certifications is a plus
• Experience with:
  • Sophos software and hardware
  • ITGlue
  • ConnectWise Automate/Control
  • Veeam Backup and Replication
  • VMware
  • RDS environments
  • Cisco/DUO

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities.

• Possess the mobility to work in a standard office setting which will require regular sitting, standing, kneeling, squatting, walking and reaching.
• Ability to use your hands, fingers, arms, and legs to use standard office equipment and various technical equipment.
• Ability to lift up to 25 pounds.
• Ability to speak clearly and articulately in person and over the phone, and be able to read materials either printed or on a computer screen of various sizes and fonts.
• Possess a valid driver’s license and have the ability to drive your own vehicle.
• Must have the physical, emotional, and mental ability to manage stress and maintain attention to detail and accuracy despite interruptions.

COMPENSATION:

This is a non-exempt position. Actual compensation will be based on factors such as experience, skills, knowledge, and other position related factors.

EQUAL EMPLOYMENT OPPORTUNITY:

Xobee Networks is an equal employment opportunity employer committed to an environment of mutual respect, diversity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other characteristic protected by law.

Job Type: Full-time

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