Helpdesk Engineer
10 days ago
Tallahassee
Job Description The number one goal of everyone in our team is to make our Clients exceptionally happy. The Helpdesk Engineer plays an important role in making sure that happens. The Helpdesk Engineer handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way. When help is needed the Helpdesk Engineer can get help from or escalate issues to other members in Service Delivery Team. Responsibilities: • Provide remote and onsite support for desktops, laptops, printers, mobile devices, and applications., • Troubleshoot Windows OS, Office 365, basic networking, antivirus, and backup software., • Monitor and manage service tickets in line with SLAs., • Perform daily backup checks and coordinate with vendors to resolve issues., • Assist in IT project execution and meet scheduled deadlines., • Maintain accurate client documentation and configurations., • Contribute to SOP development by documenting repeatable tasks., • Escalate unresolved issues to Tier 2/3 with detailed notes., • Communicate professionally and promptly with clients., • Desired, • Bachelor’s degree in IT or 2+ years of relevant experience., • 1–2 years in a Help Desk or IT Support role., • Hands-on experience with Windows 10/11, Office 365, and productivity tools., • Familiarity with networking basics (IP, DNS, DHCP, VPN)., • Experience with ticketing systems (ConnectWise, Autotask)., • Exposure to RMM platforms (Datto, ConnectWise Automate, N-able)., • Great Communications skills, • Positive and professional demeanor, • Nice to Have, • Professional IT Certifications (CompTIA A+, MS Certifications), • Generous incentives for reaching Team and Company Goals, • We have Health and Dental / Vision covered!, • An easy-going environment and culture (we all enjoy what we do), • Company matched Simple IRA, • Paid time off Company DescriptionWe are family friendly company that has been in business since 2000. We pride ourselves in a very high level of customer service and the growth of our company is directly related to this. You will work with a group of professionals that is committed to enabling our clients businesses through technology and providing them with an exceptional experience. We provide a positive work experience for all employees and your growth potential is only limited to your desire to succeed.We are family friendly company that has been in business since 2000. We pride ourselves in a very high level of customer service and the growth of our company is directly related to this. You will work with a group of professionals that is committed to enabling our clients businesses through technology and providing them with an exceptional experience. We provide a positive work experience for all employees and your growth potential is only limited to your desire to succeed.