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.