Job Description

WE’RE AFTER AMAZING PEOPLE TO HELP US MAKE AMAZING THINGS HAPPEN.

Our mission at Dedicated IT is to help people and organizations be better tomorrow than they are today. We believe in our employees, their goals and aspirations, their morals and culture, even their preferred soda of choice (you should see our break fridge). It is our mission to create a fun and hard-working environment for each one of them. We believe in a good healthy mixture of work and play in our daily activities where our employees feel at home and part of our family. We feel strongly that this gives our customers the best experience when interacting with any of our team members from service to sales.

Here is a (rather long) video about our mission and core values. It should help you understand what Dedicated IT is about: https://www.youtube.com/watch?v=FnoNHb27xTU

I GET IT... DEDICATED IT IS AWESOME. BUT, WHAT'S THE POSITION ALL ABOUT...?

We are seeking a person to add to our rockstar service desk team. Your team is responsible for answering inbound calls from clients spread across nearly all 50 states. While primarily focused on “quick hit” tickets, you must have to have a solid technical background. Your number one priority is to provide excellent customer service to our cherished clients. People don't call our service desk because they are having a great day; they're calling because a key piece of technology isn't working for them, and it's frustrating. Your job is to keep them happy AND fix their technology problem at the same time.

HOW DO I KNOW IF I'M A GOOD FIT FOR THIS JOB?

It's pretty simple, really. Be nice. Be friendly. Be smart. Don't stop until it's fixed.

• You must have a bright, bubbly personality that will help defuse the situation.
• You need great listening skills so that you can get a clear reading of the root of the problem (we don't like fixing symptoms here).
• You need excellent documentation skills so that you can create a case in our ticketing system and clearly communicate the issue in plain English.
• You need a solid foundation of technology skills - this means you probably have at least one year in the IT industry already.
• You have worked at an MSP.
• You need to be a sponge. Success depends on your ability to soak up knowledge as you are moving from client to client and technology to technology.
• Your Google skills better be on point. It's not always about what you know, but how quick you are at finding a solution when you don't know.
• However, you need to know when to throw in the towel and ask for help from the main service desk team.

WHAT SPECIFIC SKILLS SHOULD I HAVE?

• Standard account management, like password resets
• Printer issues (less than 15 minutes)
• Cloud desktop, VDI access troubleshooting
• Email setup/removal
• Outlook troubleshooting
• Connectivity troubleshooting

ESSENTIAL FUNCTIONS:

• Working incoming cases, prioritizing by SLA and criticality.
• Escalate to Service Desk Advocates with appropriate notes when needed
• Help with overflow calls when the Service Desk Coordinators are busy
• Make sure that all assigned tickets are updated at a minimum of every 24 hours
• Constantly update and contribute to client documentation

Company Description

Dedicated IT provides outsourced IT services to businesses with 50 to 2500 employees. Our clients often hire us because they have outgrown their "mom and pop" IT provider, and are looking for an organization with solid processes, solid systems and an even more sollid staff behind them. We've been in business since 2002, and are recognized as one of the largest MSPs in Florida. With solid partnerships, excellent leadership and a fantastic culture, Dedicated IT is unstoppable.