About the position

We are looking for an experienced IT Service Desk Administrator to provide fast and useful technical assistance with computer systems for our customers. You will answer queries on underlying technical issues and endeavor to solve them.

An excellent candidate must have sufficient technical knowledge, experience, and be able to communicate effectively, understanding the problems and explaining solutions. They must also be dedicated to the customer experience and always strive to exceed our customer's expectations.

The ideal candidate will be passionate about helping people and understand that everyone is a customer.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Successfully complete remote troubleshooting through diagnostic techniques and pertinent questions
• Discover the best solution based on MSP best practices, Helm Connected standards, and details provided by customers
• Keep the customer informed while problem solving
• Quickly direct unsolved issues to the next level of support personnel
• Record customer interactions and solutions in the ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements to Helm Connected processes and procedures
• When required, provide on-site and/or after-hours (on-call) support to customers

Requirements

• 1-3 years experience as a help desk Technician, Administrator, or similar customer-facing IT support role
• Tech savvy with working knowledge of common business-grade operating systems, software, basic networking, computer hardware, and peripherals
• Extensive Windows 10 / 11 experience
• Microsoft 365 and the Office suite
• Printers and other personal computer peripheral hardware
• Ability to diagnose and solve technical issues
• Must be proficient in English
• Excellent verbal and written communication skills
• Team-focused, capable of organizing and prioritizing multiple tasks
• Calm under pressure
• Relevant experience, certification, and/or degree in relevant IT space

Preferred technical experience

• Basic understanding of SaaS and cloud computing functions
• Google Workspace
• Email subsystem knowledge
• DNS administration
• Identity security including MFA/2FA and SSO using Cisco Duo or similar solution
• Writing technical documentation

Why work with Helm Connected?

Our mission is to provide excellent customer service by designing systems, building solutions, and solving technical challenges. As a small and growing company, Helm Connected offers you the opportunity to work closely with highly experienced team members who have worked in nearly all IT disciplines, creating a unique learning environment. You will be exposed to many different network designs, server solutions, and endpoint challenges and we'll be right there with you, lending a hand when needed and cheering you on when not.