Redefining IT.
IT Help Desk
Location
Arizona
Posted
8 days ago
Salary
$17 - $24 / hour
Seniority
Mid Level
Job Description
IT Help Desk
Trapp Technology
• Provides technical support to clients within Trapp Technology’s managed IT services environment through tickets, chat, and phone support. • Troubleshoots customer issues, maintains server and workstation performance, and ensures timely resolution while delivering an excellent customer experience. • Serves as a technical resource for Level I technicians by providing guidance, answering questions, and assisting with escalated issues. • Maintains availability to receive escalated inbound calls, support tickets, and web chats. • Interprets customer-reported issues, troubleshoots effectively, provides solutions, and documents interactions clearly. • Supports and assists Level I technicians by providing technical direction and answering questions in team communication channels promptly. • Assesses customer technical support needs and routes or resolves tickets using documented procedures and available tools. • Provides technical guidance by identifying problems, researching solutions, following knowledgebase articles, and guiding clients through corrective steps. • Proactively creates and updates knowledge base articles and documentation. • Achieves predetermined service and performance goals. • Follows designated workflows and escalation procedures while maximizing support efficiency. • Participates in Trapp internal meetings and required Trainings. • Maintains a professional image and demonstrates and adheres to all Trapp Policies and Procedures.
Job Requirements
- High school diploma required
- CompTIA A + certification required
- 2+ years of technical customer support experience or help desk experience (MSP experience preferred).
- Strong troubleshooting skills with the ability to isolate and resolve issues quickly
- Excellent communication skills, including verbal, written, and active listening abilities
- Ability to compose grammatically correct, concise, and accurate notes
- Ability to thrive in a fast-paced, technically advanced environment
Benefits
- 100% employer-funded insurance for employee-only medical, dental, and vision coverage
- Generous employer-funded insurance for family medical, dental, and vision coverage
- 401 (k) plan with company match
- Employer-sponsored life insurance
- Paid parental leave
- 3 weeks of paid time off, accrued annually
- 8 company-paid holidays and 2 floating holidays each year
- Certification and training reimbursement program for approved learning expenses
- Company equipment provided
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