Help Desk Technician I - Shalimar, FL

About the position Responsibilities • Answer incoming calls, emails, and chat requests from users experiencing technical issues. • Diagnose and resolve basic technical problems by guiding users through step-by-step solutions. • Create, update, and manage support tickets and help desk ticketing system. • Escalate complex technical issues to Tier 2 or Tier 3 support when necessary, ensuring all relevant information is included. • Maintain detailed records of user issues, troubleshooting steps, and resolutions in the knowledge base. • Provide excellent customer service by communicating clearly and maintaining a professional demeanor. • Monitor system performance and alerts to promptly address any potential issues. Requirements • Basic understanding of computer systems, mobile devices, and various software applications. • Ability to diagnose and resolve basic technical issues with effective problem solving strategies. • Strong written and verbal communication skills to explain technical concepts to non-technical users. • Commitment to providing outstanding customer service and support. • Capable of handling multiple tasks simultaneously in a fast-paced environment. • Accurate and thorough documentation skills for maintaining support records. • Ability to work effectively in a team-oriented environment. • Willingness to learn and adapt to new technologies and procedures as required. Nice-to-haves • High School Diploma or Equivalent (additional technical training or certifications preferred). • Previous experience in a customer service or technical support role. Benefits • Medical, dental, vision, and basic life insurance. • 401(k) plan. • Ability to purchase company stock at a discount. • Deferred compensation plan or the Executive Deferral Plan. • Unlimited U.S. Personalized Paid Time Off (PPTO) policy for full-time salaried/exempt employees. • Seven paid holidays and one floating holiday. • Caregiver leave. • Merit increases, performance discretionary bonus, and stock for certain roles. Apply tot his job Apply To this Job