KL Tech Hiring for Helpdesk/Field Technician at White Plains, NY Full Time

JOB TITLE: Helpdesk/Field Technician

SALARY RANGE: $70,000 – $80,000 + Benefits

HOURS OF WORK: 40 hours per week

PTO/SICK: 14 days per year

RESPONSIBLE TO: Service Manager

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Helpdesk/Field Technician plays an important role in making sure that happens.

This position is not a work from home position.

The Helpdesk/Field 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 Helpdesk/Field Technician can get help from or escalate issues to other members in Service Team.

Responsibilities & Tasks

Customer service

• Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with basic remote troubleshooting

In Office Tasks

• Respond to hardware and software support issues from employees for Microsoft Office applications (Word, Outlook, PowerPoint, Excel), Phone/Voicemail, Printers, Mobile devices etc.
• Set up and configure new computers
• Install application software
• Set up/remove user accounts on systems (network, email, phone, security, etc.)
• Maintain (patches, updates and fixes) software used on desktop systems including OS, anti-virus and malware protection
• Track and update IT inventory
• Work with vendors to help resolve technical issues
• Perform miscellaneous related duties and other duties as assigned

USE of our TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation is well maintained
• Make sure that tickets aren’t “stale” throughout the process

USE of our MONITORING & MANAGEMENT TOOL

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

Field WORK

• Delivery and Installation of equipment at client offices
• Onsite troubleshooting

Communication, ing & Risk

• Escalate tickets that require Senior Helpdesk Engineer 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 s as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Manager and Clients

Team Work

• Follow the schedule provided by the Service 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 Service Manager

Skills and Attributes Desired

• 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
• Effective Problem Solving
• 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
• Must be able 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
• Great Communications skills, founded in being a good listener
• IT literate – Advanced user level
• A deep desire to deliver an amazing Client Experience
• Drivers license
• The ability to keep up with & adapt to the fast-paced IT world

Nice to have

• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working on either a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Perks

• An easy-going environment and culture (we all enjoy what we do)
• Health / Dental and Vision insurance offered
• Paid Time Off/Vacation
• A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH

For someone looking to progress their role, the Helpdesk/Field Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager.

Company Description

KL Tech is a fast growing Next-Gen Managed Technology and Security firm. We are known for our ability to optimize the value and minimize the risks Technology can bring to your business. Established in 2000 in White Plains, NY and serving the New York Metro area and beyond with technology solutions that keep our customers on the leading edge of Security, Innovation and Efficiency.

KL Tech is a fast growing Next-Gen Managed Technology and Security firm. We are known for our ability to optimize the value and minimize the risks Technology can bring to your business. Established in 2000 in White Plains, NY and serving the New York Metro area and beyond with technology solutions that keep our customers on the leading edge of Security, Innovation and Efficiency.