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IndustrySaaS, Mobile, Software, Hardware, Consumer
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Help Desk Superhero

at Frogworks in 10567 Halbert Ct.   —   Jun 23, 2014   |  
We're Hiring a Help Desk Superhero (Washington, DC)
Do you know what an MSP is? Do you know what a PSA and RMM are? Are you a motivated, client-focused IT problem solver? Do you constantly strive to learn more about networks, software, remote access and more? Are you resourceful and positive when approaching IT issues? Do you measure your success for the day by whether you've made people ridiculously or insanely happy? Do you end your interactions with customers with "Is there anything else I can do to help" because you're genuinely interested? Have you ever called back a client or customer just to be sure that everything went okay, even though you were pretty sure it did? Can you have a conversation about a computer problem with a hardware engineer and your mom and have it make sense to both of them?
For the IT person who answered 'yes' to these questions, this is the opportunity for you! We are a small, fast-growing IT firm in Southern Maryland servicing clients all over the DC area that is in need of a Level 2/3 Help Desk Superhero who can efficiently and effectively solve IT issues, configure equipment, and provide ridiculously good service to our customers. In this role, you'll be obsessed with making our customers love us, solving problems and keeping lines of communication open. We want our customers to say "Wow" after every interaction they have with our staff. As the primary customer contact, your biggest responsibility will be bringing the "Wow" to our customers with excellent communication skills, technical know-how, end user support and your desire to go the extra mile to make someone's day.
Here are some things you'll do as our Help Desk Superhero:
Gather information on customer issues via phone and email
Troubleshoot basic technical issues over the phone or by logging in remotely to their computers
Manage our ticketing system and communicate the status of issues to customers including resolutions and additional information gathering
Occasionally, visit clients for onsite repairs.
Primarily you would work from home, (in your pink bunny slippers – if you want)
Handle customer inquiries with care, going the extra mile for our customers every time
Knowledge of MSP business, server migrations, mail migrations, helpdesk support.
Knowledge of RMM and PSA software critical. Server operating systems, firewalls.
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