Help Desk Technician

POSITION SUMMARY

The Helpdesk Technician is responsible for delivering timely, accurate, and extraordinary technical support to SERTG clients. This role serves as the frontline responder for service requests and alerts, ensuring customer environments remain stable, secure, and operational. Helpdesk Technicians are expected to manage and resolve a minimum of 20 tickets per day while maintaining excellent customer service, accurate time tracking, and complete documentation within ConnectWise Manage.

ABOUT THE COMPANY

— SERTG Southeast Regional Technology Group (SERTG) delivers extraordinary IT and security services that empower organizations to focus on what makes their business unique. We exist to remove technological barriers, strengthen cybersecurity, reduce downtime, and provide the reliable, high-quality support businesses need to operate and scale with confidence. Our vision is to become the most trusted and fastest-growing IT and cybersecurity powerhouse in the Eastern United States—expanding our client base tenfold while driving innovation that enables small to medium-sized businesses to thrive in a secure digital world. Everything we do is grounded in our values: Honesty — Clear, open, and transparent communication that builds trust. Integrity — Doing what's right every time. Quality — Delivering outstanding service with uncompromising standards. Accountability — Taking ownership of outcomes and commitments. Inspirational — Leading through vision, innovation, and progress. Disciplined — Operating with consistency, precision, and focus.

OBJECTIVES

The Helpdesk Technician is accountable for delivering responsive support, maintaining SLA performance, and providing exceptional customer service.

Core objectives include:

Technical Support & Troubleshooting Respond to incoming service requests and system alerts in a timely manner. Diagnose and resolve hardware, software, networking, and cloud-related issues. Provide remote and onsite support when required. Escalate complex issues appropriately following documented procedures. Ticket Management & Time Tracking Manage and resolve a minimum of 20 tickets per day. Track all time worked on customer tickets accurately in ConnectWise Manage. Maintain complete and accurate documentation within each ticket. Ensure all tickets meet SLA response and resolution expectations. Customer Service & Communication Provide extraordinary customer service during every interaction. Communicate clearly and professionally with customers via phone, email, and remote sessions. Follow up with customers to confirm resolution and satisfaction. Documentation & Process Adherence Maintain accurate customer documentation, passwords, and asset records. Follow all documented policies, procedures, and workflows. Assist in updating internal documentation and knowledge base articles. Training & Development Responsibilities Complete assigned training and certifications. Participate in process improvement and documentation initiatives. Continuously improve technical and customer service skills.

COMPETENCIES

Technical Proficiency Basic understanding of Windows, Microsoft 365, networking, and hardware troubleshooting. Customer Service Excellence Strong communication skills and customer-first mindset. Ability to remain professional under pressure. Time Management & Productivity Ability to manage high ticket volume while maintaining quality. Strong organization and prioritization skills. Communication & Documentation Clear written and verbal communication. Accurate and thorough ticket documentation. Adaptability & Teamwork Willingness to learn and adapt to new technologies and processes. Works effectively with team members and leadership.

SUCCESS LOOKS LIKE

20+ tickets per day are completed consistently. SLA targets are met or exceeded. Time entries are accurate and complete. Customers receive clear, professional communication. Documentation is accurate and up to date. Escalations are handled appropriately and efficiently. Customer satisfaction remains high.

EDUCATION AND EXPERIENCE

1-3+ years of IT support experience preferred. Familiarity with Microsoft 365, Windows environments, and basic networking. Experience with ConnectWise or MSP tools preferred. Strong communication and customer service skills required.

Preferred certifications:

CompTIA A+, Microsoft Fundamentals, or similar.

PHYSICAL REQUIREMENTS

Prolonged periods of sitting or working at a computer. Ability to lift up to 50 pounds when handling equipment. Occasional onsite work at customer locations. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Pay:

$35,000.00 - $45,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Life insurance Paid time off Professional development assistance Vision insurance

Experience:

Helpdesk:

1 year (Required)

Work Location:

In person