Helpdesk Level I Technician
Epting Enterprises, LLC is a dedicated group of individuals who work as a team to bring top-notch, affordable computer network services and trusted technology planning to small and medium-sized businesses. We help our clients focus on what they do best by doing what we do best: design, manage, support, and maintain our client’s IT infrastructures.
Our goal is to turn our clients into “Raving Fans” by communicating clear service expectations and then exceeding them. We partner with some of the best Managed Services Monitoring companies to ensure that our staff has the right tools to keep our clients happy.
This is a beginner-level technical position. This individual’s primary responsibility is to provide outstanding remote technical support, customer service, and documentation for Epting Enterprises clients. In addition, this person may be called on to be involved in occasional onsite support requests and client meetings when needed.
The ideal candidate is someone with great communication and customer service skills, and who is looking to take the next step toward additional responsibilities.
Objectives:
- The Help Desk Level 1 Technician will provide Level 1 support to our customers via phone, email, and computer chat.
- The Help Desk Level 1 Technician will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues.
Duties and Responsibilities:
- Provide outstanding customer service by troubleshooting and repairing desktop, server, and network issues to customer’s satisfaction while following recognized best practices methodology
- Prioritize service request tickets and address according to client status and issue severity
- Setup/Imaging of new workstations for clients
- Communicate with end users to determine issues and follow up once issues are resolved
- Communicate with 3rd party vendors as needed to assist in troubleshooting various issues
- Audit backups of contract clients as assigned
- Create and maintain client network and application documentation utilizing Epting Enterprises client documentation system
- Looks for ways to improve efficiency and processes to better serve our clients
- Participate in the on-call rotation responsibilities
- Note: A limited amount of work is required after hours
Qualifications for the job:
- 3+ years in related help desk position is required
Skills and Competencies:
- A positive attitude with a strong focus on customer service and teamwork
- Strong analytical and technical troubleshooting skills
- Ability to quickly learn industry-specific applications, client workflow software, CRM, accounting packages, practice management software, etc. utilizing 3rd party vendors.
- Significant setup and troubleshooting experience with Windows desktop operating systems
- Basic familiarity with Apple operating systems
- Microsoft Office applications including Office 365
- Help Desk/Remote engineering experience
- Network anti-virus software configuration
- Strong ability to multi-task and prioritize
- Demonstrated documentation and time management skills
- Well-developed phone communication skills
- A fearless attitude towards problem-solving and working with all levels of clients (from general office workers to CEOs)
Compensation:
- $41,500 – Full Time
- Health Care, 120hrs Vacation accrual in the first year, 401K for FTE after 6 months
A career at Epting Enterprises will offer you challenging assignments, learning opportunities, competitive pay and benefits, and the chance to be a part of a tight-knit team where your ideas will be heard, and your hard work will be rewarded. Interested candidates should respond to this posting and submit your resume and cover letter.
Job Type: Full-time
Pay: From $41,500.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Experience:
- help desk related: 3 years (Required)
Language:
Shift availability:
Ability to Commute:
- Gilbert, AZ 85234 (Required)
Work Location: In person
