Job description

This organization supports small to mid-size businesses with their technical and consultative approach. Keeping clients abreast of new technologies, along with helping them get the most out of their current tools and systems, which is where this organization steps in and partners for the long-haul with their clients. Their mission is to help businesses who might need a full-scale IT department but are not able to support the internal employees needed to fulfill this – they are there to fill the gap and execute on all their client's needs.

This role is responsible is for answering, responding to, and meeting the needs of all incoming customer service inquiries by handling these tickets in a professional, efficient, effective, and timely manner. The Help Desk Technician provides the best possible customer satisfaction to the client by triaging and eliminating interruptions. Making the client feel like their issue is important and will be resolved by NGT is imperative in this position.

Job Responsibilities:

· Effectively working with Clients via Phone, Chat, Email, Ticketing system.

· Entering documentation, troubleshooting steps, and resolutions into Ticketing system.

· Reacting to Alerts or Monitoring systems as part of the Triage process.

· Determine the best course of action based on the issue and details provided by customers.

· Direct unresolved issues to the account teams

· Perform remote troubleshooting through diagnostic techniques and pertinent questions.

· Understand and have the ability to walk the customer through the problem-solving process.

· Provide accurate information on IT products or services.

· Follow-up and update customer status and information within the ticketing system.

· Pass on any feedback or suggestions by customers to the appropriate internal team.

· Identify and suggest possible improvements on procedures.

· Record billing and documentation daily.

· Perform other duties as assigned.

Skills & Qualifications:

· Excellent and effective communication skills both written and verbal, strong interpersonal skills with ability to deal with a diverse audience.

· Ability to learn and understand NGT helpdesk day to day processes.

· Strong prioritization skills.

· Strong multitasking skills

· Strong customer service skills.

· Strong analytical thinking, troubleshooting, and ability to manage multiple clients.

· Critical attention to detail, critical thinking and problem solving.

· Team player with a level of confidence to perform the duties assigned.

Requirements:

· Exhibit company values throughout.

· Record billing and documentation daily

· Follow the employee handbook.

· Follow the help desk handbook.

Job Type: Full-time

Pay: $13.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Work Location: One location

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