About Us _Network Computer Pros is in the Information Technology business and has provided support to companies for the last 20 years. We love technology and care about our clients. Our commitment is that our employees are our most valuable assets and that retaining quality team members is a top priority._ Overview The number one goal of everyone in our team is to make our Clients exceptionally happy. The Senior Helpdesk Support Tech plays an essential role in ensuring that happens. The Senior Helpdesk Support Tech handles escalated support requests for the Service Delivery Team . They are assigned the support requests that the Junior Helpdesk Technician can t handle. When help is needed, the Senior Helpdesk Support Tech can turn to the Service Delivery Manager for guidance and support. RESPONSIBILITIES & TASKS Customer service Work on and resolve escalated Helpdesk Tickets Delight our Clients with a Friendly, Quick, and Helpful Experience Provide the Client with advanced remote troubleshooting Remote Hardware Maintenance and Support USE of our TICKETING SYSTEM Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests. Managing and recording all work through our Ticketing System Make sure that Client Documentation is well maintained USE of our MONITORING & MANAGEMENT TOOL Review RMM dashboard and apply remediation actions as indicated by our Processes Review regularly scheduled/automated actions as indicated by our Processes PROJECT WORK The projects team will need additional resources to help deliver projects either on-site or remotely from time to time. When opportunities arise, the Senior Helpdesk Support Tech may be required to help with project delivery. COMMUNICATION, REPORTING & RISK Escalate tickets that require Service Delivery Manager support Communicate to the Client the status of their ticket every step of the way, Submit Timesheets & Expense reports as indicated on their SOPs Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients TEAMWORK Mentor the "Junior" Service Team, Members Follow the schedule provided by the Service Delivery Manager or Service Coordinator/Dispatcher. Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks. Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues Identify opportunities for improvement and make constructive suggestions for change. Contribute to the process of innovative change effectively Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO SKILLS AND ATTRIBUTES DESIRED You Must Possess Microsoft Certifications A love of (and ability to) Solve Problems & Challenges Excellent Communications skills, founded on being a good listener 7+ Years Advanced understanding of support tools, techniques, and how technology is used to provide services 7+ Years of Advanced knowledge of operating systems, business applications, printing systems, and network systems 7+ Years Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices Advanced experience and knowledge of working with the Microsoft 365 Platform including PowerShell commands. Must be located in South Florida (this is not a remote position) A deep desire to deliver an Amazing Client Experience Drivers license The ability to speak both Geek and Human NICE TO HAVE Experience using a Ticketing system/RMM Tool and PSA software Experience providing support via remote tools Experience handling Technical Service Tickets Professional I.T. Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc. Client Experience Certifications such as Helpdesk Habits etc. Experience working either on a Helpdesk or for a Managed Service Provider (MSP)/I.T. Support Business. Perks Generous incentives for reaching Team and Company Goals We have Health Insurance (Premium 100% covered! Nothing out of your check) Company Sponsored 401K Paid Holidays, Vacation and Sick time We also love to socialize and be a part of the community, so we plan team bonding events and charity opportunities. An easy-going environment and culture (we all enjoy what we do) The flexibility to work from home (we run a Hybrid office) A Proactive Approach to Ongoing Training to help you develop life-long skills CAREER GROWTHFor someone looking to progress in their role, the Senior Helpdesk Support Tech naturally leads into roles such as the Senior Helpdesk Engineer or Service Delivery Manager . Job Type: Full-time Pay: $48,385.00 - $60,850.00 per year Benefits: 401(k) Health insurance Paid time off Schedule: Monday to Friday On call Weekend availability Supplemental Pay: Bonus pay COVID-19 considerations: Network Computer Pros has a vaccination-required policy. You will be required to provide proof of vaccination if interviewed. Application Question(s): Do you live in South Florida? Education: High school or equivalent (Preferred) Experience: Help desk: 7 years (Preferred) Windows Admin: 7 years (Preferred) License/Certification: Driver's License (Required) Work Location: One location To apply for this position you will complete an application form on another website provided by or on behalf of Network Computer Pros. Please note ComputerJobs - Florida Jobs is not responsible for the application process on any external website.