Reactive Service Desk/ Sr. Help Desk Engineer

Onsite Logic: Reactive Service Desk/ Sr. Help Desk Engineer

Are you a tech whiz with a knack for solving problems and building relationships? Do you thrive in a fast-paced environment and enjoy helping others? Then join Onsite Logic as a Reactive Service Desk/ Sr. Help Desk Engineer!

About the Role

As a Reactive Service Desk/ Sr. Help Desk Engineer at Onsite Logic, you'll be the first line of defense for our valued clients. You'll tackle intermediate IT issues onsite and remotely, ensuring their technology runs smoothly and efficiently. You'll wear many hats, troubleshooting hardware and software, providing expert advice, and continuously improving our service delivery.

Responsibilities:

Tech Problem Solver: Resolve intermediate scheduled and reactive service calls, both onsite and remotely. Utilize your expertise to diagnose and fix issues, ensuring timely resolutions.

Hardware & Software Guru: Independently install and troubleshoot client hardware and software, ensuring optimal performance and security.

Client Success Champion: Provide comprehensive IT advice and training to clients, empowering them to leverage technology effectively.

Data-Driven Improvement: Conduct regular ticket reviews, report findings to the Service Desk Team Lead, and identify opportunities to enhance service delivery through process improvement suggestions.

Documentation Master: Maintain detailed and accurate documentation for all service requests, ensuring clear communication and future reference.

Client Relationship Builder: Proactively maintain and improve customer satisfaction and relationships, fostering trust and loyalty.

Qualifications:

- Associate’s degree in information technology or a related field, or equivalent experience. (Required)

- 3-5 years of IT Helpdesk experience within a Managed Services Provider (MSP) environment

- Advanced knowledge of IT and cybersecurity concepts

- Strong experience working with IT ticketing systems (e.g., ServiceNow, Jira)

- Network+ or Security+ certification (preferred)

- Familiarity with TruMethods framework a plus.

Success Metrics:

Maintain an impressive track record with key performance indicators (KPIs):

• Less than 3% escalation rate
• Average resolution time under 1.0 hours
• First contact close rate of 75%
• 8 tickets closed per business day

Identify and propose at least one process improvement initiative per quarter

Ensure 98% accuracy and timeliness when updating service request documentation

Benefits:

-Competitive salary and benefits package

- Opportunity to work in a dynamic and collaborative environment

- Ongoing training and professional development opportunities

- Be part of a team dedicated to client success

Salary range: $55,000 – $75,000, depending on experience, skills, and geographic location

Ready to Make a Difference?

If you're a passionate IT professional with a commitment to exceptional service, we encourage you to apply!

Onsite Logic: Empowering businesses through exceptional IT support.