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Join Our Awesome Team!

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
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At ECS + My IT, we believe our employees are our greatest resource. Our culture is built upon teamwork, customer service, innovation, and leadership.

We offer career growth opportunities in a fast-paced, team environment.

And one more thing...we're a fun place to work!

Submit Your Resume Today

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New Orleans
6620 Riverside Drive, Suite 200
Metairie, LA 70003
504-888-6948

Shreveport
347 W. Bert Kouns Industrial Loop
Shreveport, LA 71106
318-219-3427

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