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IT Professional (Level 1 / Helpdesk)
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Avrem Technologies, LLC
Remote
$59,997 Salary, Full-Time
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Job Description
Avrem Technologies Overview Avrem Technologies is a business IT and cybersecurity consulting firm based in Canfield, Ohio. We design, implement, manage and monitor the networks, servers, computers and software that our clients rely on every day. By using a proactive approach and combining years of experience with proven solutions organizations that use Avrem have less downtime, are more efficient, and have tighter security. Our clients include those with or without an internal IT department across a wide variety of industry verticals such as manufacturing, healthcare, and professional services. IT Professional (Level 1 / Helpdesk) Overview An IT Professional (L1) serves as the first point of contact for incoming support requests and is responsible for gathering the information necessary to triage a problem and create a ticket. They must support users remotely, through a variety of methods, and offer both how-to style guidance as well as basic troubleshooting and problem solving for technical issues. An IT Professional must not only have good technical knowledge, but excellent customer service and communication skills as well as patience when dealing with difficult or frustrated end users. Work includes requests and issues that are isolated to a single computer or user and that can typically be solved within about 15 minutes to 1 hour. This includes, but is not limited to, basic how-tos and user education; password resets and login issues; software installs, updates and upgrades; remote hardware diagnosis and troubleshooting; and printer troubleshooting and installs. Accountabilities Answer inbound phone calls in accordance with Avrem SOP and capture all relevant details. Create, update, and manage tickets in the PSA with accurate classification and documentation. Provide support on site or remotely via phone, email, and RMM within SLA targets. Maintain and update documentation and the knowledge base. Deliver user guidance and "how to" assistance. Perform password resets and resolve login issues. Install, update, and upgrade software packages. Conduct remote hardware diagnosis and troubleshooting. Install and troubleshoot printers. Participate in reactionary response to ISP outages as part of the team plan. Escalate complex or critical incidents to higher tiers per the documented escalation path. Additional duties as assigned.