Level 1 Helpdesk Associate

Job Details

Concord, NC

Description

GENERAL STATEMENT OF JOB

The Level 1 Helpdesk Associate will be the first point of contact for our employees seeking technical assistance. This role is crucial in ensuring smooth and efficient resolution of technical issues, contributing to the overall productivity and success of our team.

SUPERVISORY RESPONSBILITIES

None

ESSENTIAL JOB FUNCTIONS

Customer service

Providing a first point of contact for customers through our helpdesk, be that via phone, email, or ticket

Triage all service support calls while adhering to our internal protocols and escalate any issues as needed

Provide the team member with basic remote troubleshooting

Delight our team with a Friendly, Quick and Helpful Experience

USE of our TICKETING SYSTEM

Use our Ticketing System (FIFO, SLA based) to work on and resolve Helpdesk Tickets & Service Requests

Managing and recording all work though our Ticketing System

Make sure that Documentation is well maintained

Make sure that tickets aren’t “stale” throughout the process

PROJECT WORK

From time to time the projects team will need additional resources to help deliver projects either on site or remotely

When opportunities arise the Level 1 Helpdesk Associate may be required to help with project delivery.

Assist with SharePoint and Mobile Device Projects

communication, Reporting & risk

Escalate tickets that require Senior Technician 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

Identify, Communicate and Mitigate potential risks to the Project Manager and Clients

TEAMWORK

Follow the schedule provided by the Project Manager

Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues

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 Project Manager or CTO

Perform other duties as assigned.

STANDARDS OF PERFORMANCE

Consistently search for better methods and maintain acute awareness of system implementation.

Provide informative and professional assistance to customers, vendors, and team members.

Act independently and create new approaches to problems.

Maintain initiative to preserve the flow of work and complete tasks accurately and timely.

Work under stress with commitment to deadlines.

Ensure all production activities meet industry regulations and internal standards, maintaining compliance rate predetermined by company KPIs.

Sustain interpersonal relationships, which encourage openness, candor, and trust, both internally and externally.

Maintain Company information in a confidential manner.

Attends work regularly and on time with a minimum of tardiness and absences and adheres to Company policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time-off requests.

Embrace change in a growing company and efficiently manage multiple tasks.

Prepare and submit accurate compliance reports to senior management on a quarterly basis, ensuring no significant errors or omissions.

Exhibit excellent written and verbal communication skills.

Learn new methods and systems to adapt to changes in the work environment.

Be accurate, organized, and detail-oriented with exceptional follow-up skills.

Provide comprehensive compliance training to all relevant staff

EDUCATION, EXPERIENCE AND TRAINING

1-2 years of client facing helpdesk support

Bachelor or Associate’s degree or equivalent work experience with updated and valid certifications

Strong understanding of operating systems, business applications, printing systems and network systems

An understanding of support tools, techniques and how technology is used to provide services

Knowledge of IT Applications, Software & Hardware

Ability to simplify IT to clients through verbal and written correspondence

A love of (and ability to) Solve Problems & Challenges

Great Communications skills, founded in being a good listener

Must be able to type quickly and accurately while talking on the phone

The ability to keep up with & adapt to the fast-paced IT world

A deep desire to deliver an amazing Client Experience

Basic to intermediate understanding of AD, DNS, CLI, preferred but not required

Experience using a Ticketing system / RMM Tool and PSA software, preferred but not required

Understanding the OSI model, VLAN technology, and NAT configurations, preferred but not required, preferred but not required

CompTIA Certifications such as A+, Network+, Security+ and/or Server+ with relevant practical experience, preferred but not required

Experience and knowledge of working with the Microsoft 365 Platform, preferred but not required

MENTAL AND PHYSICAL REQUIREMENTS

Ability to maintain focus and productivity in a sedentary role for extended periods (approximately 75% of the time).

Regularly operate computers and office machinery with precision and efficiency.

Physical ability to navigate multi-level workspaces, including ascending and descending stairs as needed.

WORKING ENVIRONMENT AND CONDITIONS

Primarily an office-based role, with extended periods of work at a desk and computer.

Occasional travel to on-site locations to oversee operations or represent the organization.

Must be able to lift and carry materials up to 50 pounds as required.

Valid driver’s license and insurable with company insurance policy

TOOLS AND EQUIPMENT

Office equipment such as computers, tablets, printers, copiers, etc.

Note: As in any Job Description, this description, including the list of essential functions, is not exhaustive and may be supplemented, as conditions require. The Company reserves the right to modify the quality or quantity standards for this position based on changes in specifications, manufacturing, or other conditions.

Stancil Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Benefits

401(k)

401(k) matching (100% up to 1st 4% deferred)

Dental insurance

Employee Assistance Program (EAP)

Health insurance

Health savings account

Life insurance (Group & Voluntary)

Paid time off

Vision insurance

Maternity/Paternity Leave