Help Desk Technician
Role details
Job location
Tech stack
Job description
The Helpdesk Technician is responsible for delivering timely, accurate, and extraordinary technical support to SERTG clients. This role serves as the frontline responder for service requests and alerts, ensuring customer environments remain stable, secure, and operational.
Helpdesk Technicians are expected to manage and resolve a minimum of 20 tickets per day while maintaining excellent customer service, accurate time tracking, and complete documentation within ConnectWise Manage., The Helpdesk Technician is accountable for delivering responsive support, maintaining SLA performance, and providing exceptional customer service. Core objectives include:
Technical Support & Troubleshooting
Respond to incoming service requests and system alerts in a timely manner.
Diagnose and resolve hardware, software, networking, and cloud-related issues.
Provide remote and onsite support when required.
Escalate complex issues appropriately following documented procedures.
Ticket Management & Time Tracking
Manage and resolve a minimum of 20 tickets per day.
Track all time worked on customer tickets accurately in ConnectWise Manage.
Maintain complete and accurate documentation within each ticket.
Ensure all tickets meet SLA response and resolution expectations.
Customer Service & Communication
Provide extraordinary customer service during every interaction.
Communicate clearly and professionally with customers via phone, email, and remote sessions.
Follow up with customers to confirm resolution and satisfaction.
Documentation & Process Adherence
Maintain accurate customer documentation, passwords, and asset records.
Follow all documented policies, procedures, and workflows.
Assist in updating internal documentation and knowledge base articles.
Training & Development Responsibilities
Complete assigned training and certifications.
Participate in process improvement and documentation initiatives.
Continuously improve technical and customer service skills.
Requirements
Technical Proficiency
Basic understanding of Windows, Microsoft 365, networking, and hardware troubleshooting.
Customer Service Excellence
Strong communication skills and customer-first mindset.
Ability to remain professional under pressure.
Time Management & Productivity
Ability to manage high ticket volume while maintaining quality.
Strong organization and prioritization skills.
Communication & Documentation
Clear written and verbal communication.
Accurate and thorough ticket documentation.
Adaptability & Teamwork
Willingness to learn and adapt to new technologies and processes.
Works effectively with team members and leadership.
SUCCESS LOOKS LIKE
20+ tickets per day are completed consistently.
SLA targets are met or exceeded.
Time entries are accurate and complete.
Customers receive clear, professional communication.
Documentation is accurate and up to date.
Escalations are handled appropriately and efficiently.
Customer satisfaction remains high.
EDUCATION AND EXPERIENCE
1-3+ years of IT support experience preferred.
Familiarity with Microsoft 365, Windows environments, and basic networking.
Experience with ConnectWise or MSP tools preferred.
Strong communication and customer service skills required.
Preferred certifications: CompTIA A+, Microsoft Fundamentals, or similar.
PHYSICAL REQUIREMENTS
Prolonged periods of sitting or working at a computer.
Ability to lift up to 50 pounds when handling equipment.
Occasional onsite work at customer locations.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
Benefits & conditions
Pulled from the full job description
- Professional development assistance
- Health insurance
- 401(k) matching
- Paid time off
- Vision insurance
- Dental insurance
- Life insurance, * 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance