Associate Help Desk Technician - Florida

About the position

Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience. Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve along with their business. Our custom-tailored solutions can be delivered modularly, or as a complete, end-to-end service; providing an unrivaled level of accountability for our clients’ communications, managed IT and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.

Responsibilities

• Answer inbound phone calls
• Respond to tickets/alerts in a timely fashion to keep up with SLA
• Provide quality communication with our clients, vendors, and internal team members via phone calls, email, and through our ticketing systems.
• Basic technical support including but not limited to: LAN/WAN connectivity, routers, switches, firewalls, WiFi, Active Director, O365, VPN, Terminal Services, and Citrix
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Maintain internal and/or client-facing documentation as changes or knowledge is found
• Detailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
• Work closely with team members Help Desk, Field Engineers, NOC, and Project Engineers to triage issues.
• Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships
• Fast and timely turn around on all customer requests
• Ability to work in a fast-paced team environment
• Escalating requests to appropriate higher-level team members or departments when needed
• Responsible for entering time and expenses as it occurs in our ticketing system
• Ability to work independently with locating information to assist a customer/vendor
• Enter all communication and work inside a service ticket
• Ability to assist and or train other team members when assistance is needed

Requirements

• Minimum High School Diploma or equivalent
• College level courses in IT and/or certification preferred
• Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One.
• Strong organizational and customer service skills
• Interpersonal skills: such as communication skills, active listening, and customer-care
• Self-motivated with the ability to work in a fast-moving environment
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Basic understanding of operating systems, business applications, printing systems, and network systems
• Basic diagnostic skills of technical issues

Nice-to-haves

• PSA/ RMM (Connectwise/Automate) or comparable experience strongly desired
• Knowledge of IT applications, processes, software, and equipment
• Prior working experience within the IT or customer service field

Benefits

• insurance
• PTO (Paid Time Off)
• financial planning
• Volunteer and donation opportunities