L2 Helpdesk Technician

Overview

We're after amazing people to help us make amazing things happen.

Our mission at Dedicated IT is to help people and organizations be better tomorrow than they are today. We believe in our employees, their goals and aspirations, their morals and culture, even their preferred soda of choice (you should see our break fridge). It is our mission to create a fun and hard-working environment for each one of them. We feel strongly that this gives our customers the best experience when interacting with any of our team members from service to sales.

I get it… Dedicated IT is awesome. But, what's the position all about…?

We are seeking a person to add to our service desk team in Lake Park, FL! This team is responsible for answering inbound calls from clients spread across nearly all 50 states. While primarily focused on "quick hit" tickets, you must have a strong technical background. Your number one priority is to provide excellent customer service to our cherished clients. People don't call our service desk because they are having a great day; they're calling because a key piece of technology isn't working for them, and it's frustrating. Your job is to keep them happy AND fix their technology problem at the same time.

Responsibilities

• Troubleshooting firewalls, servers, and networking
• Answering all incoming phone calls from clients and working to resolve the issue in 20 minutes or less
• Creating cases inside of Salesforce and documenting request or incident details such as category, subcategory, and type of incident or request
• Escalating to Service Desk Advocates requests or incident cases that exceed 20 minutes of holding time with detailed notes of attempted remediations and recommended solutions
• Ensuring users entrust that you care about their request and incidents
• Identifying possible Major Incidents and notifying Service Delivery Manager immediately
• Maintaining poise and patience while handling stressful situations
• Closing a minimum of 10 cases a day

Qualifications

Skills Summary

Preferred Qualifications

Perks

To Apply

Please include your resume & answer application questions.

Thanks for your interest in Dedicated IT!

Equal Employment Opportunity

Dedicated IT is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran's status, disability, sexual orientation, or any other characteristic protected by law.

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