Junior Help Desk Technician Full-Time

ROLE DESCRIPTION

ROLE TITLE: Junior Help Desk Technician

HOURLY PAY: Negotiable

HOURS OF WORK: Full Time

DEPARTMENT: Service Delivery

RESPONSIBLE TO: Service Delivery Manager

WHY WORK WITH US

cyberMIND is a leading provider of technology solutions to small and mid-sized businesses.

As a Technology Service Provider (TSP), we provide a variety of technology services to businesses

and organizations. These services can include everything from IT support and maintenance to

cybersecurity and cloud computing.

• Exposure to a Variety of Technologies: You will work with a wide range of clients and

industries, which means that you get to work with different technologies and learn about new

ones. This can be a great way to expand your skill set and stay up-to-date on the latest trends

in the industry.

• Professional Development: We offer training and development programs to help employees

grow and advance in their careers. This can include certifications, workshops, and other

educational opportunities.

• Collaborative Work Environment: We work as a team, which means that you have the

opportunity to collaborate with others and learn from your peers. This can be a great way to

build relationships and develop new skills.

• Job Stability: We have a steady stream of clients, which means that you can enjoy job stability

and security.

• Opportunities for Advancement: Because we work with a variety of clients and industries,

there are often opportunities for your to take on new roles and responsibilities.

Overall, working with us can be a great way to build your career in the technology industry. Whether

you're just starting or looking to take the next step in your career, we can offer a variety of benefits

and opportunities for growth.

ROLE DESCRIPTION

OVERVIEW

The number one goal of everyone on our team is to make our Clients exceptionally happy. The

Junior Help Desk Technician plays an important role in making sure that happens.

The Junior Help Desk Technician handles the first-level support requests that come in from our

Clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly

and the Client is informed of what to expect every step of the way.

When help is needed the Junior Help Desk Technician can get help from or escalate issues to other

members of the Service Delivery Team.

RESPONSIBILITIES \& TASKS

CUSTOMER SERVICE

✓Providing a first point of contact for customers through our help desk, be that via phone,

email, text or ticket

✓Delight our Clients with a Friendly, Quick, and Helpful Experience

✓Provide the Client with basic remote troubleshooting

USE OF OUR TICKETING SYSTEM

✓Use our Ticketing System to work on and resolve Help Desk Tickets \& Service Requests

✓Managing and recording all work through our Ticketing System

✓Make sure that Client Documentation is well maintained

✓Split tickets that have several issues into separate tickets.

✓Make sure that tickets aren’t “stale” throughout the process

USE OF OUR MONITORING \& MANAGEMENT TOOL

✓Review the RMM dashboard and apply remediation actions as indicated by our Processes

✓Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

✓From time to time the projects team will need additional resources to help deliver projects

either on-site or remotely. When opportunities arise the L1 Technician may be required to

help with project delivery

COMMUNICATION, REPORTING \& RISK

✓Escalate tickets that require Senior Help Desk Engineer support

✓Communicate to the client the status of their ticket every step of the way, notify them of any

changes or outages related to their issue

ROLE DESCRIPTION

✓Submit Timesheets \& Expense reports as indicated on their SOPs

✓Identify, Communicate, and Mitigate potential risks to the Service Delivery Manager and

Clients

TEAMWORK

✓Follow the schedule provided by the Service Delivery Manager or Service Coordinator /

Dispatcher

✓Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks

✓Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues

✓Identify opportunities for improvement and make constructive suggestions for change

✓Contribute to the process of innovative change effectively

✓Undertake other duties as required by the Service Delivery Coordinator, Service Delivery

Manager, or CTO

SKILLS AND ATTRIBUTES

DESIRED

✓A love of (and ability to) Solve Problems \& Challenges

✓Great Communications skills, founded in being a good listener

✓An understanding of support tools, techniques, and how technology is used to provide

services

✓Strong understanding of operating systems, business applications, printing systems, and

network systems

✓Must be able to type quickly and accurately while talking on the phone

✓A deep desire to deliver an amazing Client Experience

✓Knowledge of IT Applications, Software \& Hardware

✓The ability to speak both Geek and human

✓Great Communications skills, founded in being a good listener

✓IT literate – Advanced user level

✓A deep desire to deliver an amazing Client Experience

✓The ability to speak both Geek and Human

✓The ability to keep up with \& adapt to the fast-paced IT world

NICE TO HAVE

✓Experience using a Ticketing system / RMM Tool and PSA software

✓Experience providing support via remote tools

✓Experience handling Technical Service Tickets

✓Experience and knowledge of working with the Microsoft 365 Platform

✓Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

ROLE DESCRIPTION

✓Client Experience Certifications such as Help Desk Habits etc.

✓Experience working either on a Help Desk or for a Managed Service Provider (MSP) / IT

Support Business.

PERKS

• Get your birthday off

• Generous incentives for reaching Team and Company Goals

• An easy-going environment and culture (we all enjoy what we do)

• The flexibility to work from home (we run a Hybrid office)

• Flexible schedule

• High-Powered Laptop

• A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH

For someone looking to progress their role, the Junior Help Desk Technician naturally leads into

roles such as the Level 1 Help Desk Technician, Level 2 Help Desk Technician, Senior Help Desk

Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO, or Service

Delivery Manager.