Infinity, Inc. Hiring for Help Desk Technical Support Specialist (Tier 1.5) at Remote Full Time

About us

Infinity, Inc. is the premier provider of business network security and IT services for Savannah, GA and surrounding areas. We are family owned and operated since 1999 and committed to providing solutions with integrity to ensure the success of our clients. We believe strongly in self-reliance, growth, team focus, and a friendly work environment.

JOB TITLE: Help Desk (1.5/2)

JOB SUMMARY: Responsible for providing tier 1.5 to 2 level technical support for end users across multiple industries via inbound calls and chat.

POSITION RESPONSIBILITIES:

Technical:

• Follow detailed processes to deliver consistent results
• Provide Microsoft M365 and Active Directory support
• Provide basic support of computer hardware, including workstations, servers, printers, and telephony devices
• Provide basic support of network hardware, including switches, routers, firewalls and wireless access points
• Provide basic support of network security solutions
• Provide basic support and management of VoIP systems
• Onboard and Offboard users through Active Directory
• Provide support of backup and disaster recovery solutions
• Provide basic support of VPNs and RDS
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Provide after-hours support per scheduled on call rotation

Operational:

• Triage incoming service tickets
• Escalate and schedule service tickets that require higher level or onsite support
• Resolve RMM tickets
• Provide live answer help desk support
• Thoroughly document tickets on a real-time basis
• Consistently exceed defined Service Level Agreements
• Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
• Document internal processes and procedures related to duties and responsibilities

Company Culture:

• Support the Vision and Mission of Infinity by adhering to our Core Values
• Do the Right Thing. Always.
• Demonstrate honesty, integrity, and professionalism in all aspects of the position
• Continually Improve
• Attend internal peer and vendor training
• Successful completion of certification and training goals as assigned by service manager
• Train technicians through regular peer training sessions
• Produce company blogs and other communications
• Provide Fanatical Customer Service
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Communicate with customers, keeping them informed of incident progress

QUALIFICATIONS/SKILLS: * Strong verbal and written communications skills

• Strong technical diagnostic skills
• Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
• Technical awareness: ability to match resources to technical issues appropriately.
• Understanding of technical support tools and techniques used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment

CREDENTIALS AND EXPERIENCE:

• M365 Admin experience required
• ConnectWise Manage experience preferred
• Managed Service Provider job experience preferred
• 1-2 years of Help Desk Support experience
• Microsoft MCP of Current OS or completion within 90 days of employment

*

MEASURES OF PERFORMANCE:

• 100% SLA Response Score
• Real-time Ticketing
• Ticket Quality Assurance score > 95%
• Personal CSAT Score > 96%
• 100% Compliance with Training/Development Goals

Job Type: Full-time

Pay: Up to $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Application Question(s):

• What Managed Service Provider is listed on your Resume?

Experience:

• Help desk: 2 years (Required)
• Managed Service Provider Support: 2 years (Required)

Work Location: Remote