Position: Help Desk Support Technician (Level I) Details: Full Time, Mon-Fri 8A to 5P EST Annual Salary: $42,500 Additional Benefits: Health/dental/vision, educational reimbursements, training opportunities, 401k retirement Job Location: 100% Remote Work From Home JOB DESCRIPTION SUMMARY We have an immediate need for a Help Desk Technician (Level I). The Help Desk Technician will be part of a team responsible for providing first line support to our client base of 4300+ end points via phone and remote management platforms. The basic function of the Help Desk Technician is to provide desktop and network technical support to customers while providing logistical and dispatch support internally. Work will be performed 100% work from home. Infinity will provide all equipment needed to perform job duties. High speed internet provided by the employee is required. If preferred, we do have working space available in an office setting located in Fredericksburg, VA. Typical tasks include but are not limited to: • Support Microsoft 365 environments • Support desktop operating systems • Work with clients via phone and remote connectivity • Configure and troubleshoot hardware • Configure and troubleshoot LAN/Wireless network access • Service Dispatch of field technicians • Configure, support, and deploy desktop operating systems • Configure, support, and deploy network connectivity, VPN, WFH • Manage and maintain desktop systems • Support and maintain desktop applications • Manage desktop security and policy • Configure and troubleshoot networks devices, switches, routers POSITION REQUIREMENTS • US Citizens only due to a federal/government contract. • Prefer, but not required, Network+ or Security+ Certification (or equivalent). • Prefer, but not required, 1 or 2 year(s) experience in an IT service environment. • Previous MSP experience a major plus. • Previous experience with ConnectWise Manage and/or Kaseya RMM a major plus. • Prefer, but not required, schooling in computer and/or network troubleshooting. • Must have excellent English language skills due to primary interaction with clients being over the phone. • Must be a dynamic individual who is 100% customer oriented with the ability and skills to interact with clients to determine their needs. • Must have the full power of speech and be able to see and hear. Must be able to comprehend business calculations and understand math calculations. WORKING CONDITIONS • 100% remote work from home • High speed internet provided by the employee is required. • If preferred, we do have working space available in an office setting located in Fredericksburg, VA. ESSENTIAL FUNCTIONS • Maintain outstanding levels of customer satisfaction • Provide accurate and efficient technical support to resolve service issues. • Process support calls in a timely manner; keeping in mind that time is important and is a non-renewable resource that should be billed for services rendered. • Maintain constant communications with the dispatch team, keeping those personnel informed of all job statuses and potential delays. • Ensuring all hourly work reports and service reports are accounted for on a weekly basis and reported to the Service Manager. • Ensuring the hourly billing efficiency is kept at a maximum while monitoring goals for increasing profitability. DUTIES AND RESPONSIBILITIES The duties and responsibilities of the Help Desk Technician shall include, but not be limited to, the following: • Providing first response support to incoming technical requests. • Managing and resolving service tickets via phone and/or remote support sessions. • Assisting the Help Desk Team with scheduling the daily activities of all assigned installations, deliveries, and service jobs as pertaining to the accomplishment of the goals and objectives of quality workmanship and maximum revenue. • Meeting regularly with the General Manager to ensure free flows of information and a close coordination of effort. • Could be called upon by the General Manager to perform additional duties and to assume additional responsibilities as required. Position: Help Desk Support Technician (Level I) Details: Full Time, Mon-Fri 8A to 5P EST Annual Salary: $42,500 Additional Benefits: Health/dental/vision, educational reimbursements, training opportunities, 401k retirement Job Location: 100% Remote Work From Home JOB DESCRIPTION SUMMARY We have an immediate need for a Help Desk Technician (Level I). The Help Desk Technician will be part of a team responsible for providing first line support to our client base of 4300+ end points via phone and remote management platforms. The basic function of the Help Desk Technician is to provide desktop and network technical support to customers while providing logistical and dispatch support internally. Work will be performed 100% work from home. Infinity will provide all equipment needed to perform job duties. High speed internet provided by the employee is required. If preferred, we do have working space available in an office setting located in Fredericksburg, VA. Typical tasks include but are not limited to: • Support Microsoft 365 environments • Support desktop operating systems • Work with clients via phone and remote connectivity • Configure and troubleshoot hardware • Configure and troubleshoot LAN/Wireless network access • Service Dispatch of field technicians • Configure, support, and deploy desktop operating systems • Configure, support, and deploy network connectivity, VPN, WFH • Manage and maintain desktop systems • Support and maintain desktop applications • Manage desktop security and policy • Configure and troubleshoot networks devices, switches, routers POSITION REQUIREMENTS • US Citizens only due to a federal/government contract. • Prefer, but not required, Network+ or Security+ Certification (or equivalent). • Prefer, but not required, 1 or 2 year(s) experience in an IT service environment. • Previous MSP experience a major plus. • Previous experience with ConnectWise Manage and/or Kaseya RMM a major plus. • Prefer, but not required, schooling in computer and/or network troubleshooting. • Must have excellent English language skills due to primary interaction with clients being over the phone. • Must be a dynamic individual who is 100% customer oriented with the ability and skills to interact with clients to determine their needs. • Must have the full power of speech and be able to see and hear. Must be able to comprehend business calculations and understand math calculations. WORKING CONDITIONS • 100% remote work from home • High speed internet provided by the employee is required. • If preferred, we do have working space available in an office setting located in Fredericksburg, VA. ESSENTIAL FUNCTIONS • Maintain outstanding levels of customer satisfaction • Provide accurate and efficient technical support to resolve service issues. • Process support calls in a timely manner; keeping in mind that time is important and is a non-renewable resource that should be billed for services rendered. • Maintain constant communications with the dispatch team, keeping those personnel informed of all job statuses and potential delays. • Ensuring all hourly work reports and service reports are accounted for on a weekly basis and reported to the Service Manager. • Ensuring the hourly billing efficiency is kept at a maximum while monitoring goals for increasing profitability. DUTIES AND RESPONSIBILITIES The duties and responsibilities of the Help Desk Technician shall include, but not be limited to, the following: • Providing first response support to incoming technical requests. • Managing and resolving service tickets via phone and/or remote support sessions. • Assisting the Help Desk Team with scheduling the daily activities of all assigned installations, deliveries, and service jobs as pertaining to the accomplishment of the goals and objectives of quality workmanship and maximum revenue. • Meeting regularly with the General Manager to ensure free flows of information and a close coordination of effort. • Could be called upon by the General Manager to perform additional duties and to assume additional responsibilities as required.