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Experienced Help Desk Technician | Full-time

Team: Remote Help Desk

Manager: Service Coordinator

Location: Metairie, LA (New Orleans)

What We Do

ECS + My IT is a managed services technology company that strives to provide the best IT experience in the region. We work with hundreds of businesses around the Gulf Coast, helping them to grow by providing solutions to their IT challenges. Our clients see us as an extension of their business, so we focus on building unique relationships with each of them, providing vision and strategy for their technology needs and responding quickly when a technical issue is hindering their work.

Our Team

ECS + My IT is made up of smart, experienced, hard-working people. We look for team members who are focused on meeting the needs of our clients and are willing to go above and beyond to do so. Our core values represent who we are and who we are constantly striving to be.

ECS + My IT provides comprehensive employment benefits, including health insurance, PTO, and 401k match.

Position Summary

The Remote Technician works as a member of a Service Delivery Team to provide support services to clients. The position is highly client-facing via phone and as such requires outstanding communication and client service skills. The Help Desk Technician resolves workstation, server and network problem tickets, performs assigned project duties, assists Field Technician staff and escalates to Senior Systems (Project) Engineers as needed.

Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.

Essential Duties & Responsibilities

Client Service

Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional and patient manner
Perform all duties with the goal of building and maintaining long-term client/vendor relationships
Maintain exceptional client service, understanding client satisfaction and perception

IT Service and Support Functions

IT support services for clients’ infrastructure, including clients’ core business applications
Acquire specific knowledge of the client and how IT relates to their business
Develop in-depth knowledge of ECS + My ITs service offerings and how they relate to clients’ needs
Participate in projects by performing assigned duties
Perform other related technical duties as assigned

Documentation, Reporting and SLA’s

Identify clients’ needs and report to vCIO or Account Manager
Update documentation for client configurations or processes
Communicate managed services installation and maintenance with the Network Operations Center (NOC)
Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
Utilize active listening and client-care skills in identifying potential concerns
Report client concerns or complaints to Service Coordinator
Answer internal and external communications timely and professionally

Professional Development

Routinely take self-paced training in technologies relevant to the team
Obtain industry certifications on a consistent basis

Administrative

Enter all notes and time worked on the appropriate service ticket
Enter time worked on each ticket daily
Schedule service delivery via the scheduling calendar in ticketing system
Enter expenses on service tickets for any related credit card purchases and submit receipts daily
Submit time sheets on a weekly basis, due by Saturdays at 12pm

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.

Core Competencies

Ability to communicate and work effectively with end users over the phone and on-site
Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
Critical thinking and problem-solving skills
Organized and detail-oriented
Strong team player

Technical Skills

Windows workstation repair, maintenance, malware removal, and deployment
Configuring network settings on workstations
RDP client support
Office 365 account and client support
Server backup monitoring and maintenance
Wireless connectivity for mobile devices and workstations
Mobile devices – smartphones, tablets and laptops
Exchange mailbox administration
Active Directory account creation and management
Network drive and printer mappings
Diagnose network connectivity issues for workstations

Education and/or Experience

College or Technical degree OR 3 years of IT support experience related to Microsoft, HP, Dell and/or Cisco
CompTIA certifications preferred
Microsoft Technology Associate (MTA) preferred

Language Skills

Ability to communicate professionally, in English, both written and orally
Ability to write business correspondence and process procedures
Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Physical Demands

Regularly required to use hands to operate computer keyboard and telephone
Frequently is required to walk and sit
Moderately required to stand
Occasionally needs to lift and/or move up to 50 pounds
Specific vision abilities required by this job include close vision, and ability to adjust focus