Help Desk IT Technician I

Job Title: IT Helpdesk Customer Technician

Company: Sage Network & Communications

Job Summary:
As a Customer Service Helpdesk Technician- Entry level at Sage Network & Communications, you will play a crucial role in providing exceptional technical support and customer service to our clients. You will handle customer service inbound calls and working on low priority tickets for our clients. This role will be responsible for answering, and replying to help desk inquiries from our clients. Customer Service Helpdesk is the first level of support and response for clients. Work requires knowledge of computer logic and methodology to run computer systems. Work requires the ability to read and comprehend instructional manuals in order to make minor suggestions to our clients. Your dedication to delivering top-notch service will contribute to our mission of offering reliable business IT solutions with unparalleled support.

Responsibilities:

• Responsible for initial response in answering phones and emails, and replying to open incidents in the helpdesk system.
• Customer-oriented approach with a focus on providing high-quality support.
• Maintain meticulous notes on all tickets in our ticket system; ConnectWise (CW) system.
• Entry level technical skills in troubleshooting Windows desktop, virus alerts, hardware, updating and maintain company contacts.
• Able to identify and organize tickets according to priority.
• Distribute tickets to all technicians.
• Able to drive to our local client's offices in our company cars.

· Able to perform password resets, configure laptops, and minor hard drive issues.

· Performs task necessary to prepare computer-provided information for delivery to requesting clients.

· Able to react to change productively and handle other essential task as assigned.

· Ability to communicate problems with supervisors as they become known.

· Document IT processes, procedures, and troubleshooting steps.

· Proficiency in simultaneously reading and interpreting multiple customer service chats, occasionally while handling inbound calls.

· Effective communication and written skills when interacting with customers, colleagues, and management within a high-volume call environment.
- Analyze and resolve customer inquiries and technical issues promptly and efficiently
- Provide desktop support for hardware and software problems
- Collaborate with the help desk team to escalate complex issues when necessary
- Deliver exceptional customer service through effective communication and problem-solving skills
- Utilize ConnectWise or similar tools to document and track customer interactions

Qualifications:
- Previous experience in a customer service and technical support role
- Ability to work collaboratively in a team environment
- Certification in relevant IT fields; CompTia+

- Must have a valid driver license.

Join our team at Sage Network & Communications where you can make a difference by providing outstanding customer service while advancing your technical skills. Experience the satisfaction of helping clients overcome IT challenges in a supportive and innovative work environment. Apply now to become a valued member of our dedicated team!

Schedule: Shift: Monday – Friday 8:00am – 5:00pm

Location: Camarillo, Ca. In person work, no remote.

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Windows Remote Desktop: 1 year (Required)
• Active Directory: 1 year (Required)
• Password resets: 1 year (Required)

License/Certification:

• CompTIA Network+ (Required)

Ability to Commute:

• Camarillo, CA 93012 (Required)

Work Location: In person