Palmetto Technology Group (PTG) hiring Help Desk I in Georgia, United States | LinkedIn (2024)

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Palmetto Technology Group (PTG) hiring Help Desk I in Georgia, United States | LinkedIn (2)

Help Desk I

Palmetto Technology Group (PTG) Georgia, United States

Palmetto Technology Group (PTG) Georgia, United States

1 day ago

Palmetto Technology Group (PTG) hiring Help Desk I in Georgia, United States | LinkedIn (4) Palmetto Technology Group (PTG) hiring Help Desk I in Georgia, United States | LinkedIn (5) Palmetto Technology Group (PTG) hiring Help Desk I in Georgia, United States | LinkedIn (6)

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JOB TITLE: Help Desk Tier 1.5

JOB SUMMARY: Responsible for initial triage and resolution of basic remote support requests.

POSITION RESPONSIBILITIES:

Technical:

  • Follow detailed processes to deliver consistent results
  • Provide basic support of Microsoft’s core business applications and other line-of-business applications
  • Provide basic support of computer hardware, including workstations, servers, printers, and telephony devices
  • Provide basic support of network hardware, including switches, routers, firewalls and wireless access points
  • Provide basic support of network security solutions
  • Provide basic support and management of VoIP systems
  • Onboard and Offboard users through Active Directory
  • Provide support of backup and disaster recovery solutions
  • Provide basic support of VPNs and RDS
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Provide after-hours support per scheduled on call rotation

Operational:

  • Triage incoming service tickets
  • Resolve quick fix tickets as scheduled
  • Escalate and schedule service tickets that require higher level or onsite support
  • Resolve RMM tickets
  • Provide live answer help desk support
  • Thoroughly document tickets on a real-time basis
  • Consistently exceed defined Service Level Agreements
  • Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
  • Document internal processes and procedures related to duties and responsibilities

QUALIFICATIONS/SKILLS:

  • Strong verbal and written communications skills
  • Strong technical diagnostic skills
  • Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
  • Technical awareness: ability to match resources to technical issues appropriately
  • Understanding of technical support tools and techniques used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment

CREDENTIALS AND EXPERIENCE:

  • 1-2 years of Help Desk Support experience
  • Microsoft MCP of Current OS or completion within 3 months of employment
  • A+ or Network + preferred

MEASURES OF PERFORMANCE:

  • 3X W2
  • 18 help desk tickets resolved per day
  • 30 quick fix tickets resolved per scheduled day
  • Real-time Ticketing
  • Ticket Quality Assurance score > 95%
  • Personal CSAT Score > 96%
  • 100% Compliance TAP training goals

Powered by JazzHR

M768vy6K3r

  • Seniority level

    Mid-Senior level

  • Employment type

    Full-time

  • Job function

    Information Technology

  • Industries

    Internet Publishing

Palmetto Technology Group (PTG) hiring Help Desk I in Georgia, United States | LinkedIn (7) Palmetto Technology Group (PTG) hiring Help Desk I in Georgia, United States | LinkedIn (8) Palmetto Technology Group (PTG) hiring Help Desk I in Georgia, United States | LinkedIn (9)

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