As an IT Help Desk (or Service Desk) Technician, you’ll be responding to support requests from individuals at client companies. Whether you’re answering a live call or replying to an email message, your mission is to fix the person’s issue as quickly as possible so they can get back to work. Our Help Desk technicians play the most visible role in maintaining a high-quality customer experience and your ability to interact with people who are not technical will be equally as important as your technical skill.
The Help Desk Team (or Service Team) communicate together through the day to help each other and provide ideas for solving the trickiest issues. Daily meetings keep everyone in the loop about emerging trends and workload to make sure no one person is getting bogged down.
When an issue needs to be escalated, Help Desk Technicians will work with Network Engineers, Architects and other internal software and hardware specialists to get to the root of persistentnissues. Additionally, Technology Alignment Administrators can provide in-depth information about clients’ IT environment.
From time to time you may pass along information to the vCIO or sales team when there are signs that changes are happening in the client company that will impact procurement, capacity or future needs.
At the end of your day, you’ll have every request either solved or flagged with whatever follow up action is needed. All of your tickets will have complete documentation detailing the problem and the actions you took to solve it. You can expect to get lots of client feedback and as you get to know people at client organizations, they’ll be happy when they discover it’s you on the phone. You’re able to smile through it all, even when the people you help aren’t exactly at their best.
Interacting with people and solving problems should energize you. While you are stimulated by problem solving, you have a desire to be helpful. You can stay calm under pressure and maintain a positive tone with your communications. You’re detail oriented and understand the importance of documentation for sharing knowledge even if it’s not your favorite thing in the world to do.
The Help Desk is a great place to start a career at XPERTECHS even if your skills are beyond entry-level. As you work with different clients, you’ll be exposed to a variety of IT environments and technologies. You can observe how an MSP works and get a feel for the different roles that all come together to deliver great service. Whether you decide that you love the Help Desk or want to use it as a steppingstone to a different position, we’ll support your professional growth with encouragement and financial assistance.
What you’ll find at XPERTECHS is a team of technology specialists who love to help people. We value collaboration and communication, and the relationships that are naturally forged when people enjoy working together. The company is family owned and operated by two generations. There’s a transparency and open-door policy here that you won’t find in big corporations. Your input and contributions will be valued, and your work appreciated as you have a direct impact on client and company success.
“I absolutely love the fact that XPERTECHS is invested in their employees and helps them to succeed at what they do.”
“We maintain a work-life balance by making sure we’re not reaching out to our team after hours. We make sure to have a consistent rotation of people who are available to help.”
We’ll send you a bi-monthly email with updates about open positions and company news.