Experienced Helpdesk Technician

SKILLS TEST AND RECORDED PHONE INTERVIEW MUST BE COMPLETED FOR YOUR APPLICATION TO BE CONSIDERED JOB TITLE

Helpdesk Technician

LOCATION

Tiffin, Ohio. This is a full-time, in-office position. Client support is delivered remotely from our office and on-site at client locations. Local travel to client sites is a regular part of this role.

EXPERIENCE

Minimum 1 year in a helpdesk role at an MSP or dedicated IT department

SALARY RANGE

$40,000 - $50,000

BENEFITS:

Health, Dental, and Vision insurance, 100% paid for the employee

HOURS:

40 hours per week

LEAVE:

5 days per year, available after 90 days

REPORTS TO

President / Director of Operations Overview Atticus Rowan is a managed service provider serving regulated industries including financial services, legal, and private equity portfolio companies along with other small businesses. We have been doing this for over 20 years. The Helpdesk Technician is the first person to touch a client ticket. Your job is to resolve issues quickly, communicate clearly, and make sure every client knows what is happening with their request at every step. When you need backup, the rest of the Atticus Rowan service delivery team is there. Responsibilities Client Service Serve as the first point of contact for clients via phone, email, and ticket Provide remote troubleshooting and support from our Tiffin office Travel to client sites in NW Ohio as required Deliver a fast, friendly, and competent client experience on every interaction Ticketing and Documentation Work and resolve all assigned helpdesk tickets and service requests through our ticketing system Log all work accurately and completely Keep client documentation current Split multi-issue tickets into individual tickets Keep tickets moving; no stale tickets RMM and Monitoring Review the RMM dashboard daily and apply remediation actions per our processes Review scheduled and automated actions per our processes Project Support Assist the projects team with delivery, on-site or remote, as needed Communication and Reporting Escalate tickets requiring senior engineer support Update clients on ticket status at every stage Report any outages or changes that affect client issues Submit timesheets and expense reports per SOPs Identify and communicate risks to the Director of Operations and affected clients Team and Process Follow the schedule provided by the Director of Operations Follow all SOPs for daily and weekly recurring tasks Follow all security procedures and stay alert for security issues Identify process improvement opportunities and bring them forward Take on additional duties as directed by leadership Required Skills and Qualifications 1 year of verifiable helpdesk experience at an MSP or in a dedicated IT department Strong troubleshooting ability across operating systems, business applications, printing, and networking Good communication skills; able to explain technical issues clearly to non-technical clients Ability to type accurately while on the phone Solid knowledge of IT applications, software, and hardware Valid driver's license and reliable transportation for client site visits Ability to keep pace with a fast-moving technology environment Nice to Have Experience with a ticketing system, RMM tool, or PSA software Experience supporting clients via remote tools Microsoft 365 experience Professional certifications such as CompTIA A+, Microsoft MCP, MCSA, MCSE, ITIL, or similar Prior MSP experience Career Path This role leads naturally into Senior Helpdesk Engineer, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, or Service Delivery Manager.

Job Type:

Full-time Pay:

$40,000.00 - $50,000.00 per year

Benefits:

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

Education:

High school or equivalent (Required)

Experience:

Help desk: 1 year (Required) IT support: 1 year (Required)

Work Location:

In person