Strata Pointe – Tier 1 Help Desk Associate
Position Title
Tier 1 Help Desk Associate – Strata Pointe Technologies, LLC
Reporting Relationship
Reports to Help Desk Project Manager
Overview
We are seeking a customer-centric and technically proficient Level I Help Desk Technician to join our growing team. As the first point of contact for our customers, you’ll play a crucial role in providing exceptional technical support and ensuring smooth operations.
Description
Specific responsibilities of this position include, but are not limited to:
- Professional Customer Support: Answer incoming calls, emails, and manage ticket queries from end-users with technical issues.
- Work within our ticketing system to create detailed work logs and technical documentation.
- Ticket Management: Prioritize and manage help desk tickets efficiently.
- Troubleshoot: Diagnose and resolve basic technical problems related to hardware, software, and network connectivity.
- Documentation: Maintain accurate records of incidents, resolutions, and user interactions in the service desk ticketing system.
- Escalation: Properly escalate unresolved queries to the next level of support.
- Collaboration and Knowledge Sharing: Work with team to determine best solutions for customers and turn knowledge into helpful articles to assist both customers and the team.
- Operational Documentation: Develop and update operational processes and procedure documentation.
Required Qualifications and Education
Core qualifications and educational requirements for this position include:
- Knowledge of computing concepts and fundamentals- Windows operating systems
- Ability to use standard desktop load applications such as Microsoft Office plus intranet and internet functions
- Knowledge of computer security policies and a general overall knowledge of computer security concepts
- Customer Service Skills: Excellent communication and problem-solving abilities.
- Adaptability: Willingness to learn and adapt to new technologies.
- Team Player: Collaborate effectively with colleagues and other support tiers.
Certifications: A minimum of one of the following certifications with the understanding that continuing education would be provided. (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate)
Other desired competencies include:
- Experience working within a help desk environment.
- Proven ability to work within provided SLA’s, hitting team goals and ensuring no open actions are left sitting.
- Strong individual contributor requiring minimal direct supervision (a high-performance, low-maintenance employee)
Work Conditions
- Sitting for prolonged periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer peripherals for an extended amount of time.
- Potential required Traveling to corporate and/or customer locations can range from a few minutes to multiple overnight trips.
Additional Information
We offer a competitive compensation and benefits package including health and dental insurance and a 401K plan. We care about our people.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Company Description
Strata Pointe Technologies, LLC headquartered in Louisville, KY has a global network of Field Technicians to provide IT integration services for LAN & WAN infrastructure support. This includes a 24/7 Dispatch center for urgent troubleshooting and break-fix needs, and our Project Management Office (PMO) with expertise supporting large-scale IT deployment and refresh projects for Fortune 1000 clients including Service Providers, national retailers, and multi-location organizations.
To Apply
Email resume and cover letter to:
apply@stratapointe.com
Job Types: Full-time, Permanent
Pay: $20.28 - $24.42 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Location:
- Mason City, IA (Required)
Work Location: Remote
Job Types: Full-time, Permanent
Pay: $20.28 - $24.43 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Ability to Relocate:
- Louisville, KY 40214: Relocate before starting work (Required)
Work Location: In person