Help Desk Support Technician - Remote

Job Description

Are you passionate about providing exceptional customer service and solving technical issues? Do you thrive in a fast-paced environment and enjoy working with a team of dedicated professionals? If so, we want to hear from you!

As part of the Rapid Response Team, you'll be part of a group that's committed to providing top-notch IT support to our clients. You'll have the opportunity to listen to clients' concerns, show empathy and understanding in troubleshooting, and keep clients informed of expectations throughout their issues. You'll also have the chance to participate in technical training and certification opportunities and work with a team that values collaboration and continuous learning.

We're looking for someone with professional IT certifications, excellent interpersonal and diagnostic skills, and the ability to multi-task and adapt to changes quickly. If this sounds like you, apply now to join our team and help us provide exceptional IT support to our clients.

Primary Responsibilities

• Listen to clients' concerns, show empathy and understanding in troubleshooting, and inform clients of expectations daily throughout the duration of the ticket/issue.
• Maintain triage/ intake, calls, and chat tickets with a 50% close rate on all incoming tickets.
• Follow Escalation Guidelines and escalate unresolved tickets with over 45 mins tracked time.
• Ensure individual KPIs are being met on a daily/weekly basis
  
  

Additional Responsibilities

• Onsite visits as assigned by the Engineering Manager to our Southern OH and Kentucky clients.
• Participate in technical training and certification opportunities
• Maintain and update Knowledge Base documentation
  
  

Requirements For The Role

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and client-care.
• Ability to troubleshoot technical issues effectively.
• Microsoft 365 knowledge
• Basic Intune Knowledge
• Basic Networking knowledge
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• BA/BS, preferably in computer science or a related field.
• 1-5 years of IT experience.
  
  

Company Description

Our mission at Accellis Technology Group is to have a positive lasting impact on our people, our clients, and our community. We strive to Deliver Transformative Technology and Exceptional Experiences through a Disciplined Commitment to Well Aligned People, Partners, Technology, and Clients We look to reward those individuals that join us with a fun and hard-working environment that delivers the professional, personal, and yes – financial – returns we are all seeking.

Accellis Technology Group provides outsourced IT services to businesses with 10 to 400 employees. Our clients often hire us because they have outgrown their "mom and pop" IT provider and are looking for an organization with solid processes, dependable systems, and an even more solid staff behind them. We've been in business since 2001 and recognized as one of the largest MSPs in Ohio. With robust partnerships, excellent leadership, and a fantastic culture, Accellis Technology Group is unstoppable. Come and be a part of it.

Our mission at Accellis Technology Group is to have a positive lasting impact on our people, our clients, and our community. We strive to Deliver Transformative Technology and Exceptional Experiences through a Disciplined Commitment to Well Aligned People, Partners, Technology, and Clients We look to reward those individuals that join us with a fun and hard-working environment that delivers the professional, personal, and yes – financial – returns we are all seeking. Accellis Technology Group provides outsourced IT services to businesses with 10 to 400 employees. Our clients often hire us because they have outgrown their "mom and pop" IT provider and are looking for an organization with solid processes, dependable systems, and an even more solid staff behind them. We've been in business since 2001 and recognized as one of the largest MSPs in Ohio. With robust partnerships, excellent leadership, and a fantastic culture, Accellis Technology Group is unstoppable. Come and be a part of it.