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Help Desk Technician II


This is a Full-time position in Not Specified, GA posted June 18, 2021.

1Path is seeking an experience Help Desk Technician II to join their IT Managed Services Division.

Job Overview: At 1Path, the Help Desk Technician
– Level II is the first line of interaction with our client’s end-users.

They willl be asked to communicate via phone/email/chat in a high call volume environment.

They must have the ability to remain calm under pressure and show empathy towards the callers.

They will either attempt to resolve common end-user issues or assign and escalate the ticket to the appropriate team.

This role allows you to learn about various processes and systems within Information Technology.

Essential Duties and Responsibilities: Serve as the first point of contact for end-users seeking technical support via phone, email, and/or chat channels.

Caller’s concerns will be IT in nature and related to systems, software, or hardware.Utilize probing questions to gather important information and accurately document tickets that need to be created or updated.Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support.Perform basic remote troubleshooting by walking customers through problem-solving processes and probing questions.Identify and suggest possible improvements in established procedures.Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication.Preserve and grow your knowledge of 1Path procedures, products, and services.Maintain performance standards by meeting or exceeding department KPIs.Flexible to work various schedules, which may include day, evening, night, weekends, and some holidays/rotating schedules, as needed to meet service standards and business needs.Work independently and as part of a team.Professional accountability and ability to maintain reliable and expected attendance.Ability to correctly assess a situation and come up with a logical resolution and seek assistance if required.

Minimum requirements for Level II: 1-2 years of experience in technical support, help desk, and/or contact center environmentMust be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshootingMust be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environmentExperience using a ticketing systemStrong attention to detailApply proper understanding of established processes and procedures while being adaptable when changes are madeBasic knowledge of Windows 7, 8 and 10 troubleshootingMS Office and Microsoft 365 troubleshooting experienceVPN remote access configuration & troubleshooting experienceExperience providing remote supportProven analytical and problem-solving abilitiesStrong interpersonal and communication skillsBasic Active Directory knowledge Preferred requirements: Associate Degree in IT, or related fieldBasic knowledge of TCP/IP network troubleshooting experienceActive Directory user management experienceCompTIA A+ 1Path is the one source for all things to do with designing, deploying, and supporting technology
– from cable to cloud.

From desktop support to phone systems, security to Wi-Fi support, 1Path is a virtual IT department supporting clients nationwide.

Whether it’s systems integration for one of the nation’s newest hospitals or deployment support for our technology partners, our focus on Integrity, Excellence, Accountability and Teamwork guides us to provide the highest-level service possible.

Apply today to be a part of the 1Path Family!

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