Level 3 Help Desk Technician Job at Enhanced Computing Solutions, Sparks, MD

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  • Enhanced Computing Solutions
  • Sparks, MD

Job Description

OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The  Level 3 Help Desk Technician  plays an important role in making sure that happens.

The  Level 3 Help Desk Technician handles escalated support requests for the  Service Delivery Team . They are assigned the support requests that the  Junior Helpdesk Technician  can’t handle.

When help is needed the  Level 3 Help Desk Technician can turn to the  Service Delivery Manager for guidance and support.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

  • Work on and resolve escalated Helpdesk Tickets
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Provide the Client with advanced troubleshooting

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 in well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren’t “stale” throughout the process

COMMUNICATION, REPORTING & RISK

  • Create and maintain documentation for on-site processes
  • Escalate tickets that require Service Delivery Manager 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 the  Service Delivery Manager and Clients

TEAM WORK

  • Follow the schedule provided by the Service Delivery Manager or Service Coordinator
  • 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 Manager

SKILLS AND ATTRIBUTES

DESIRED

  • A love of (and ability to) Solve Problems & Challenges
  • Great Communications skills, founded in being a good listener
  • Understanding of support tools, techniques and how technology is used to provide services
  • Understanding of operating systems, business applications, printing systems and network systems
  • Diagnosis skills of technical issues related of end-user hardware & software and network devices
  • Experience and knowledge of working with the Microsoft 365 Platform
  • Experience in workstation migrations
  • Experience working with vendors for expedited troubleshooting of hardware and software systems
  • Must be able to type quickly and accurately while talking on the phone
  • A deep desire to deliver an amazing Client Experience
  • Advanced knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek  and human
  • Great Communications skills, founded in being a good listener
  • A deep desire to deliver an amazing Client Experience
  • 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
  • Professional IT Certifications such as Microsoft MCP, 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

  • We offer Health / Dental  and  Vision coverage
  • An easy-going environment and culture (we all enjoy what we do)
  • The flexibility to work from home (we run a Hybrid office)
  • Subscription to Cybrary.it
  • A High-Powered Laptop
  • A Proactive Approach to Ongoing Training to help you develop life-long skills

Salary: $67k - $69k

Job Tags

Full time, Work from home,

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