The Senior Help Desk Specialist – The Specialist will provide technical and troubleshooting assistance related to computer hardware and software issues. The Specialist will help the client mesh their business needs with Strategic Systems products and solutions. In addition, this position will provide pro-active support for Strategic Managed Service customers. The Specialist will work toward achieving an extensive knowledge of the Strategic product offerings while remaining flexible to the customer’s needs. This position is a hybrid position and will require on-site visits to the customer, and an in-office presence as needed.

Qualifications:

Minimum Requirements:

  • 4 years of prior Help Desk or related experience
  • 2 year technology related degree or equivalent experience
  • Strong client –facing and communication skills
  • Troubleshooting and multi-tasking skills
  • Knowledgeable in Microsoft Operating Systems and applications
  • Displays patience and a passion for customer service
  • Demonstrates a strong work ethic and personal integrity
  • Works well in team environment and interacts well with all levels of the organization
  • Takes initiative for self-development and exhibits patience in learning new processes
  • Demonstrates excellent written and oral communication skills
  • Capacity to think analytically towards problems and solutions
  • Ability to travel to clients and events
  • Microsoft Certifications are preferred
  • Experience with ConnectWise Automate (Labtech), ConnectWise Manage and Auvik is helpful

Responsibilities:

  • Open customer service tickets in PSA system as needed
  • Assign technicians to tickets and schedule dispatches
  • Schedule project installations
  • Supervise proper ticket handling by the technicians & monitor ticket SLA’s daily
  • Ensure proper time fulfillment and timesheets for technicians
  • Report escalated customer service issues
  • Proficiency using RMM and PSA tools.
  • Provide technical assistance and support for incoming tickets related to customer requests.
  • Monitor escalation of unresolved tickets to the next level of support.
  • Ensure proper recording, documentation, and closure of help desk tickets
  • Proactively monitor and dispatch alerts from the RMM tools.
  • Produce reports from RMM and PSA tools.

Strategic Systems Offers:

  • 401(k) & Company Matching
  • Voluntary Medical, Dental, Vision, FSA and HRA
  • Voluntary Short- and Long-Term Disability, Life Insurance
  • Paid vacation, personal time and holidays
  • Paid community service days