Managed Services Help Desk Technician

TSAChoice, Inc.
, is now hiring for the position of Managed Services Help Desk Technician at our corporate office in Asheville, NC! TSA offers an excellent benefits plan including medical, dental, vision, 401(k) with match, company paid life insurance and short-term disability, ancillary benefits, travel perks, and more! TSA contributes to an ESOP and is an EOE! POSITION SUMMARY The Help Desk Technician must be focused on Customer Centricity.
Working primarily with the Orange and Blue Team Leads, the Help Desk Technician will assist in the processing of incoming calls to the Managed Service Group, customer emails, IT service ticket billing, daily and weekly maintenance tasks, and monthly reporting for Complete IT contract clients.
ESSENTIAL FUNCTIONS The Help Desk Technician will: Be the primary answering point for all incoming telephone calls to TSAChoice.
Transfer calls to employees, sales, etc.
Primary monitor of itsupport@tsachoice.
com and customercare@tsachoice.
com emails from clients, transfer non-service emails to the appropriate person.
Enter tickets for service issues and MAC requests.
Monitor and review all new ConnectWise IT Service & MAC tickets: Ensure tickets are placed in the appropriate queues.
Assign correct ticket priorities.
For critical issues, immediately notifies appropriate Team Lead (real-time).
Monitor service level alerts and ensure Team Leads are aware of potential SLA violations.
Perform routine tasks for CIT contracts, including: Daily backup checks, monthly backup testing, and monthly CIT customer reports which include: Patch Compliance (Generate ticket for any ‘Needs Review’ or ‘Not Compliant’ results before sending report to customer.
) Service Ticket Detail Client Health Standards (Generate ticket for any ‘Needs Review’ or ‘Unhealthy’ results before sending report to customer.
) Firewall Report Ensure all reports are in the green before forwarding to the client.
The Help Desk Technician must generate a ticket to address in the red report issues.
OTHER FUNCTIONS The Help Desk Technician may also: Be assigned to work service tickets to assist other Service Group Teams as needed.
Perform other duties as needed to ensure the smooth operation of the Managed Services Division and TSAChoice.
Qualifications POSITION QUALIFICATIONS/REQUIREMENTS Education/Credentials At a minimum, this position requires a high school diploma.
An Associate's degree, or higher, in a relevant field is preferred.
Experience Demonstrate aptitude and knowledge in information technology and/or unified communications applications and skill sets is required.
The ability to provide excellent Customer Experience (CX) is essential.
Demonstrate proficient writing and speaking skills.
Must be proficient in Microsoft Office applications.
Comfort using a wide variety of IT-specific applications.
TSAChoice’s Core Competencies Accountability: Ability to accept responsibility and account for his/her actions.
Adaptability: Ability to adapt to change in the workplace.
Customer oriented: Ability to take care of the customers’ needs while following company procedures.
Enthusiastic: Ability to bring energy to the performance of a task.
Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.
Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.
Interpersonal: Ability to get along well with a variety of personalities and individuals.
Responsible: Ability to be held accountable or answerable for one’s conduct.
Safety awareness: Ability to identify and correct conditions that affect employee safety.
Tolerance: Ability to work successfully with a variety of people without making judgments.
Knowledge & Skills Active Listening: Ability to actively attend to, convey, and understand the comments and questions of others.
Organization: Possessing the trait of being organized or following a systematic method of performing a task.
Reliability: The trait of being dependable and trustworthy.
Self-Motivation: Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive and initiative.
Technical Aptitude: Ability to comprehend complex technical topics and specialized information.
Other Requirements Must have reliable means of transportation to and from the assigned TSAChoice office location.
PHYSICAL REQUIREMENTS N (Not Applicable) Activity is not applicable to this occupation.
O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.
5+ hrs/day) F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.
5 - 5.
5+ hrs/day) C (Constantly) Occupation requires this activity more than 66% of the time (5.
5+ hrs/day) Add other physical requirements as applicable.
Physical Demands Lift/Carry Stand O Walk O Sit O Handling / Fingering F Reach Outward O Reach Above Shoulder O Climb O Crawl O Squat or Kneel O Bend O 10 lbs.
or less O 11-20 lbs.
O 21-50 lbs.
O 51-100 lbs N Over 100 lbs N Push/Pull 12 lbs or less O 13-25 lbs O 26-40 lbs O 41-100 lbs O WORK ENVIRONMENT The Managed Services Help Desk Technician works primarily in an office environment at a TSAChoice facility.
This position requires the regular use of computers/monitors/keyboards/etc.
Use of hand tools and other installation equipment will occur on occasion.
Hours are normally M-F 8am - 5pm, however evening and weekend work may be required occasionally.