Overview
slashBlue provides comprehensive Managed IT solutions including Technology Advisory, Help Desk services, Managed Network, and Cybersecurity. We help clients across the Twin Cities and beyond choose, deploy, and adopt the right technology to achieve their goals. Our focus is saving time, boosting productivity, and elevating workplace joy to fuel client growth and protect their reputation.
The Role
As a Help Desk Technician L1 on our Help Desk Team within the Client Success Business Unit, you'll be the first point of contact for our clients, providing technical support that keeps them running smoothly. You\'ll interact with clients via phone, email, portal, or Live chat (Teams) to resolve computer problems related to our catalog of products and services.
Your Purpose
Remove obstacles for our clients, whether they\'re skill-based, emotional, or technical.
Listen actively to understand client issues and concerns
Triage support issues and document known problems
Coordinate and escalate according to our Client Service Expectations
Resolve client tickets efficiently
Create and maintain knowledge-base articles to empower clients
Our Values : Profit / People / Purpose
We believe in generating profit to fuel our mission, but we do this by putting people first. We\'re excited to apply Christian principles that create a gospel-friendly workplace:
Love our customers
Actively listen to meet the needs of others
Keep your promises
Eliminate complexity
We\'re committed to optimizing client joy by minimizing downtime and maintaining a 90% Service Level Objective for response and resolution, with a 90% Client Satisfaction goal.
Responsibilities
Serve as first point of contact for clients seeking technical assistance
Perform remote troubleshooting through diagnostic techniques
Document issues and maintain our knowledge database
Walk clients through the problem-solving process
Escalate unresolved issues appropriately
Record events, problems, and resolutions in logs
Follow up with clients and keep them informed
Requirements
Patience: Must exhibit patience and composure especially when dealing with upset or stressed users
Knowledge of different operating systems and technologies: ability to understand how to resolve basic client issues and when to escalate tickets
L1 – ability to troubleshoot and resolve user access issues, password maintenance, basic computer hardware/software issues
Hardware Knowledge: understanding of the function of all deployed hardware in the client\'s technology stack and slashBlue\'s Catalog
Problem-solving: ability to troubleshoot and find solutions for problems as they arise
Communication skills: excellent verbal and written communication; able to explain technical concepts in non-technical terms
Organization and time management: ability to work effectively in a support-based, time-sensitive environment and self-manage workload to meet SLOs
Broad knowledge of computers, hardware and software (Microsoft suite), information security, networking, and AI tools is beneficial
Benefits
Employer Sponsored Health Insurance
Paid Time Off
10 Paid Holidays
Volunteer Time Off (16 hrs annually)
Remote work with reimbursement for remote office expenses and workspace
Annual Training & Development reimbursements
Performance Bonus
Professional, Supportive, Team-oriented, Faith-forward & Family-friendly culture
Seniority level
Entry level
Employment type
Full-time
Job function
Customer Service
Industries: Technology, Information and Internet
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