Job Details

The Role (Job Title): Infrastructure Technician II - Help Desk Support (Hybrid)
Standard Shift Hours: Monday - Friday 8:00am - 5:00pm Eastern Standard Time

Starting Salary: $50,000

Who We Are and What We Do (The Company): enkompas is an IT Managed Services Provider (MSP) dedicated to delivering all "enkompasing " solutions to our clients. enkompas was founded in 1997 to provide strategically aligned business and technology services to the small and medium market. Since our inception, enkompas has developed the widest and deepest spread of strategic planning, service offerings, and measurements that drive value and generate results for any business we engage. Enkompas strategic services model provides companies with the technology guidance and support that drives organizational efficiencies, cost control and revenue improvements. Clients choose which of our strategic offerings work best to engage and can then leverage further offerings and engagement as the business requirements dictate - it is not an all or nothing approach.

What You Will Do in This Role (Responsibilities) :

1. Work on your pending tickets and assist others as needed/capable from inbound calls, web chat, or email.

2. Address incidents from oldest to newest (by priority).

3. Provide excellent customer service to our clients.

4. Escalate unresolved incidents according to enkompas' specific SLA's.

5. Follow the MSOC Handbook for all processes and procedures specific to enkompas.

6. Travel to on-site client locations, as directed by Management, to handle incidents.

7. Participate in the research, evaluation, solution/SOW development, and solution implementation to enhance practice offerings.

8. Assist with project work.

9. Participate in an on call rotation and work some overtime as needed.

10. Meet professional and continuing education goals as outlined in Performance Reviews.

11. Acquire required certifications

Qualities We Are Looking For:

Collaborative: Work with our clients to gather information to provide the best solution to their IT problem. Collaborate with colleagues to learn new IT skills and provide the best solutions to the client. Assist with higher level tickets and mentor colleagues with lower level tickets.

Positive Attitude: Must maintain a positive attitude, and act in a professional manner with colleagues and clients.

Good Communicator: Must have excellent verbal and written communication skills.

Good Listener: Must have great investigation, research, and troubleshooting skills.

Self - Motivated: Must work independently to meet strict SLA and project deadlines, while providing timely updates to Management when necessary.

Problem Solver: Must be able to read and react in a high-stress environment. Must be able to identify critical issues and follow due process to escalate/resolve.

Multitasker: Must be able to prioritize and balance tasks while taking incoming calls and using between 2 - 5 software programs at a time.

Professional: Must be comfortable working onsite (face to face) with customers, where proper professional dress is required.

Open to Professional Growth: Must be willing to earn additional certifications that enkompas will pay for.

Education and Experiences You'll Need: (Required Qualifications):

• Associate or bachelor's degree in the IT field or a related area of study.**Technical Certifications a plus (Microsoft / Cisco / CompTIA)
• 3+ years' experience working at an IT help desk or at a managed service provider (MSP)
• 2+ years' experience with Microsoft / Office365 / Hosted email / Mimecast (email filtering) / End User Support.
• Solid liaison to 3rd party vendors.
• 2+ years working on an Enterprise-grade service desk.
• Must carry personal auto insurance as required by law.
• Must carry a PA valid driver's license and personal vehicle.
• Must have a personal, secure, and reliable internet connection.

• Health, Vision, Dental Insurance
• 401K Retirement Plan
• 15 Days Paid Time Off and Seven Paid Holidays (Includes your Birthday)
• Paid Professional Development Opportunities
• Ongoing Professional Development Opportunities
• Performance Incentives and customer recognition