Help Desk Technician
BenefitsPulled from the full job description
- Flexible schedule
- Paid time off
- Parental leave
- Work from home
Full job description
About us
Fischer IT solutions provides responsive, secure, and reliable IT solutions that empower Annapolis area Small Businesses can focus on what they do best - running and growing their business.
Our mission at Fischer IT Solutions says it all:
At Fischer IT Solutions, we empower small businesses in and around Annapolis, Maryland, to reach their full potential by providing creative and responsive IT services. We champion transparency and accountability, building trust that allows our clients to focus on their core operations.
Our vision extends beyond providing services; we aim to be a connective force in the Annapolis small business community:
As a leading force in this vibrant community, Fischer IT Solutions is committed to redefining service expectations. Our goal is to be a dependable pillar of strength, delivering unparalleled value and reliability.
Our values – Creativity, Responsiveness, Discipline, Accountability, Transparency, and Impactfulness – are not just words; they are the pillars that uphold our commitment to delivering the technology that enables small businesses to excel.
Perks
- Birthday off - with pay!
- Incentives for reaching personal, team, and company goals
- An easy-going environment and culture
- The flexibility to work from home
- A proactive approach to Ongoing Training
- A Modern office setting in the heart of Annapolis
- Flexible working hours
Fischer IT Solutions is more than an IT company; it's a legacy of entrepreneurial spirit, a commitment to community, and a beacon for businesses striving to reach their full potential.
Here, you'll find more than a job – you'll discover a career path filled with growth opportunities, a supportive environment, and the chance to make a real impact in the small business community.
We can only achieve our ambitious goals with top talent who believe in this mission. Are you ready to be part of a team that's shaping the future of Annapolis technology?
Join us and turn your passion into purpose.
OVERVIEW
The number one goal of everyone in our team is to make our Clients exceptionally happy. The Help Desk Technician plays an important role in making sure that happens.
The Help Desk Technician 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 issued is handled quickly and the Client is informed of what to expect every step of the way.
When help is needed the Help Desk Technician can get help from or escalate issues to other members in Service Delivery Team.
RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
- Providing a first point of contact for Clients through our helpdesk, be that via phone, email or ticket
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide our Clients with basic remote troubleshooting
USE OF OUR TICKETING SYSTEM
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Manage and record all work though our Ticketing System
- Accurately record time spent within each ticket
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual tickets
- Ensure that new tickets are responded to with the target time of our Service Level Expectation
- Make sure that tickets aren’t “stale” throughout the process
USE OF OUR MONITORING & MANAGEMENT TOOLS
- Review RMM dashboards and apply remediation actions as indicated by our Processes
- Review regularly scheduled/automated actions as indicated by our Processes
- Monitor automated tools and add tickets to the queue when required
COMMUNICATION, REPORTING & RISK
- Escalate tickets that require Senior Technician or Engineering support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Mitigate, and Communicate potential client environment risks to the Service Delivery Manager and Clients
- Escalate tickets to the Service Delivery Manager when we don't have a resolution path that meets our promised Service Level Expectation for the severity of the issue
TEAM WORK
- Follow the schedule provided by the Service Delivery Manager or Service Delivery Coordinator and deliver scheduled service on-time, every time
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issue
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO
SKILLS AND ATTRIBUTES
Note: we understand that this is an entry-level position, and you may not be able to check off all of these today. That's okay! We will help you to learn what you need to close the gap within the first 90 days of working with us - a cheerful willingness to do what it takes to quickly learn about these things is all that's really required.
DESIRED
- A love of (and ability to) solve problems & challenges
- Great Communications skills, founded in being a good listener
- An understanding of support tools, techniques and how technology is used to provide services
- Strong understanding of operating systems, business applications, printing systems and network systems - or a willingness to learn about these things
- Ability to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing Client Experience
- Knowledge of IT Applications, Software & Hardware
- The ability to have a tech conversation without using "Geek Speak"
- IT literate equivalent to an advanced end-user level
- A deep desire to deliver an amazing Client Experience
- The ability to speak both Geek and Human
- The ability to keep up with & adapt to the fast-paced IT world
NICE TO HAVE
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Experience and knowledge of working with the Microsoft 365 Platform
- Professional IT Certifications such as COMPTIA (A+, Net+, Security+), Microsoft Certified Professional, and ITIL Foundation
- Client Experience Certifications such as Helpdesk Habits, HDI-DST, and HDI-SCA
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business
CAREER GROWTH
For someone looking to progress their role, the Help Desk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Security Specialist, Solutions Architect, Service Delivery Manager, Account Manager, Virtual CIO, or CTO.
Note: This job description is not intended to be all-inclusive. The employee may be expected to perform other duties as required to meet the ongoing needs of the organization, however we promise to always make sure you have what you need to succeed.
Job Types: Full-time, Part-time, Internship
Pay: $18.00 - $25.00 per hour
Expected hours: 10 – 40 per week
Benefits:
- Flexible schedule
- Paid time off
- Parental leave
Experience level:
- No experience needed
Schedule:
- Day shift
- Evening shift
- Night shift
- Weekdays
- Weekends as needed
People with a criminal record are encouraged to apply
Language:
- English (Preferred)
- Spanish (Preferred)
- French (Preferred)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Ability to Commute:
- Annapolis, MD 21401 (Preferred)
Work Location: Hybrid remote in Annapolis, MD 21401