Junior Helpdesk
MCS Tech Services LLC MCS Tech Services LLC Saugerties, NY Saugerties, NY Full-time Full-time $40,000 - $48,000 a year $40,000 - $48,000 a year 19 hours ago 19 hours ago 19 hours ago JOB TITLE:
Junior / Level 1 Helpdesk Technician SALARY RANGE:
$40,000 - $47,000 HOURS OF WORK:
37.
5 hours per week (rotation weekends on call) RESPONSIBLE TO:
Network Administrator overview The number one goal of everyone in our team is to make our Clients exceptionally happy.
The Junior Helpdesk Technician plays an important role in making sure that happens.
The Junior 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 Junior Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.
RESPONSIBILITIES & TASKSCustomer service Providing 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 the Client with basic remote troubleshooting Provide the Client with on-site installation & removal of equipment On-Site Hardware Maintenance and Support USE of our TICKETING SYSTEM Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests Managing and recording all work though our Ticketing System Make sure that Client Documentation is well maintained Split tickets that have several issues into their own individual ticket Make sure that tickets aren't stale throughout the process 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 Junior / L1 Technician may be required to help with project delivery communication, Reporting & risk Create and maintain documentation for on-site processes 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 Submit Timesheets & Expense reports as indicated on their SOPs Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients team work Follow the schedule provided by the Service Delivery Manager 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 the Service Delivery Coordinator, Service Delivery Manager or CTO skills and attributesdesired 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 Must be able to type quickly and accurately while talking on the phone A deep desire to deliver an amazing Client Experience Knowledge of IT Applications, Software & Hardware The ability to speak both Geek and human Great Communications skills, founded in being a good listener IT literate - Advanced user level A deep desire to deliver an amazing Client Experience Driver's license Experience working with vendors for expedited troubleshooting of hardware and software systems 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 Experience handling Technical Service Tickets Experience and knowledge of working with the Microsoft 365 Platform/Google Workspace Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
Perks Get your birthday off We have 401k Sick/Vacation Time 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.
Job Type:
Full-time Pay:
$40,000.
00 - $48,000.
00 per year
Benefits:
401(k) 401(k) matching Paid time off Experience level:
2 years Schedule:
8 hour shift Monday to Friday On call Rotating weekends Ability to commute/relocate:
Saugerties, NY:
Reliably commute or planning to relocate before starting work (Required) Education:
Associate (Preferred)
Experience:
Help desk:
1 year (Preferred) Windows:
1 year (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Junior / Level 1 Helpdesk Technician SALARY RANGE:
$40,000 - $47,000 HOURS OF WORK:
37.
5 hours per week (rotation weekends on call) RESPONSIBLE TO:
Network Administrator overview The number one goal of everyone in our team is to make our Clients exceptionally happy.
The Junior Helpdesk Technician plays an important role in making sure that happens.
The Junior 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 Junior Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.
RESPONSIBILITIES & TASKSCustomer service Providing 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 the Client with basic remote troubleshooting Provide the Client with on-site installation & removal of equipment On-Site Hardware Maintenance and Support USE of our TICKETING SYSTEM Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests Managing and recording all work though our Ticketing System Make sure that Client Documentation is well maintained Split tickets that have several issues into their own individual ticket Make sure that tickets aren't stale throughout the process 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 Junior / L1 Technician may be required to help with project delivery communication, Reporting & risk Create and maintain documentation for on-site processes 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 Submit Timesheets & Expense reports as indicated on their SOPs Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients team work Follow the schedule provided by the Service Delivery Manager 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 the Service Delivery Coordinator, Service Delivery Manager or CTO skills and attributesdesired 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 Must be able to type quickly and accurately while talking on the phone A deep desire to deliver an amazing Client Experience Knowledge of IT Applications, Software & Hardware The ability to speak both Geek and human Great Communications skills, founded in being a good listener IT literate - Advanced user level A deep desire to deliver an amazing Client Experience Driver's license Experience working with vendors for expedited troubleshooting of hardware and software systems 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 Experience handling Technical Service Tickets Experience and knowledge of working with the Microsoft 365 Platform/Google Workspace Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
Perks Get your birthday off We have 401k Sick/Vacation Time 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.
Job Type:
Full-time Pay:
$40,000.
00 - $48,000.
00 per year
Benefits:
401(k) 401(k) matching Paid time off Experience level:
2 years Schedule:
8 hour shift Monday to Friday On call Rotating weekends Ability to commute/relocate:
Saugerties, NY:
Reliably commute or planning to relocate before starting work (Required) Education:
Associate (Preferred)
Experience:
Help desk:
1 year (Preferred) Windows:
1 year (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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