Helpdesk Technician

This position is not entry level and you must have at least 2 certifications in IT. Previous experience at another TSP/MSP required.Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.*You MUST include at least one link to your online professional profiles. (IE: LinkedIn, Facebook, Instagram, etc) If this is not included, you will be automatically declined.*IPM Computers StoryAt IPM Computers we implement your future. We are seeking a Experienced IT Help Desk Technician to join our growing team.What do we do? We help small businesses manage their cyber security risk and have the best technology and systems to grow. Our company is financially strong. We are committed to our clients, our team and to the growth of our business.We're different because our team lives our core values every day and this is the key to our success. We know what we stand for and what we will not tolerate. We treat every member of our team with respect and dignity. We want to thank you for considering our company, but realize we may not be right for everyone. Every member of our team is committed to our core values.What are our core values? We live, eat, breathe, technology. We believe in the 4 way test of Rotary International. Is it the truth? Is it fair to all concerned? Will it build goodwill and better friendships? Will it be beneficial to all concerned?We are seeking a IT Help Desk Technician because our business is growing. We have a managed service business model which means more than seventy percent of our work is supporting clients that have long term contracts with our company. Our business is different from the break/fix business model because we are able to be proactive and plan our work. While we do have emergencies from time to time, our working environment is professional and you will be able to enjoy your time off.IT Help Desk TechnicianWe are looking for a responsible IT Help Desk Technician to help support our fellow IT Help Desk Technicians in a timely and professional manner. You will provide high-quality technical support to our clients and complete associated engineering tasks and projects in a timely and effective manner.Our successful candidate will be mainly responsible for monitoring, supporting and optimizing our customer's workstations, printers, VoIP phones and other network devices. We are looking for someone who can solve most workstation issues independently. The ideal candidate will work with their fellow help desk staff and end users directly to help resolve system & user experience issues. The ideal candidate will be comfortable researching issues before escalating to our next level help desk technician so they bring both the issue and proposed solution for review.In this position, you will be the main technical point of contact for many of our clients. You will have a direct impact on client satisfaction and our client's overall happiness with our service. You are a key player on our team. Because of this responsibility, we require excellent written and verbal communication skills, as well as perfect note taking. You will be required to update our PSA tickets in a timely manner and be responsive with our clients. As we often say, "If it's not in a ticket, it didn't happen." You will have access to top-notch system management and documentation tools, and we expect you to master those tools. You will be required to work with executive management, your fellow techs, and the sales team.The successful candidate preferably has prior experience working for a managed service provider using our SyncroMSP Ticketing System, Datto RMM, Sophos Anti-Virus, and Ubiquiti networking.ResponsibilitiesJoining our team means committing to our values. You will be responsible for:Embrace our core values and demonstrate your commitment to our values.Be flexible and understand in a small dynamic business, we embrace change.Work as a team and help not just yourself but those around you.Grow every day, learning something new in your area of expertise.Taking care of yourself mentally as well as physically so that you may better help others.In your client support role, you will be responsible for:Support ticketsFollowing our ticketing system and the methods we use to open support tickets, work the issue, update the ticket, and closing the ticket in a timely mannerLogging your time per ticket per our standardsAttending our work status and communication meetings where we review ticket status and prioritize our work by day, week and client.Performing your technical tasks, including:Providing support for support ticketsManaging client data backupsEntry-level system administration tasksTrouble-shooting and identifying issues with DNS and Group Policies, user profiles, DHCP, networking and other issuesSolving Office365 issues including password resets, new user creation, license assignment, software installs and other issuesSupporting other technical assignments as required for client projects and implementationsPerforming your documentation tasks, including:Using Hudu, Auto Task and other documentation tools to keep client information current and accurateWorking with our supporting vendors (both software and hardware) to escalate and resolve issuesSupporting our end user help desk team as necessary when tickets are escalated to youTraining client team members as required (for either onboarding or other situations)Growing your skill set by participating in our company sponsored education and external certification programsTraveling onsite to the client as required (independent transportation is required)RequirementsWe require the following for our IT Help Desk TechnicianGood knowledge of desktop and laptop supportPossess excellent general business knowledge to complete assigned tasksExcellent written and verbal English communication skillsExcellent customer service skillsSuperior analytical, organizational and troubleshooting/ problem solving skillsAbility to confidently and competently complete tasks with deadlinesAbility to work and be available during 7:30am - 5:00pm 5 days a week shiftAvailability to work after hours and weekends (rare)Strong knowledge of Windows 7-11Strong knowledge of the MS Office suiteGeneral networking skills (VLANs, DHCP, DNS)Understanding of domains, user profiles and how they workUnderstanding of Office 365Knowledge of VoIPStrong analytical skillsA Experience in Software troubleshooting various technology and user situationsSelf-motivated with a positive mindset and high level of enthusiasmResponsible and dedicated to the quality of work performedHigh attention to detail while dealing with a continuous flow of new and existing issuesAbility to switch between tasks with minimal disruptions to support needs of the businessAbility to relay technical information clearly and simply to non-technical peopleKey Performance IndicatorsEscalations ResolvedCustomer Satisfaction RatingQuantity & quality of improvements / recommendations suggestedQuality & quantity of Technical Documentation created / updatedJob-Type : Full timeBenefits : Life, Health, Vision, Dental, paid sick leave, 2 weeks paid vacation.Benefit Conditions: A waiting period of 90 days. Benefits are available to full-time employees only.Schedule : 40 hours per week, with 5 - 8 hour shifts. There may be occasional planned overtime. xawqmyg Hours between 7:30am-5pm M-F.Work Location : 520 N Norwood St Wallace NC 28466Remote work: This is not a remote job.*You MUST include at least one link to your online professional profiles. (IE: LinkedIn, Facebook, Instagram, etc)*Job Type: Full-timePay: $50,000.00 - $60,000.00 per yearBenefits:Dental insuranceHealth insuranceLife insurancePaid time offProfessional development assistanceVision insuranceApplication Question(s):* Linked in profile link:Work Location: In person