Help Desk I

Remote
Full Time
Infinity, Inc.-Savannah, GA
Experienced
Who we are
Infinity, Inc. is a leading Managed Services Provider (MSP) located in Savannah, GA with clients located across the US. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.

Help Desk Tier 1.5
We are looking to fill this role in Savannah, GA as an addition to our Services Team.

Your day to day
  • Responsible for initial triage and resolution of basic remote support requests.
  • Follow detailed processes to deliver consistent results
  • Provide basic support of Microsoft’s core business applications and other line-of-business applications
  • Provide basic support of computer hardware, including workstations, servers, printers, and telephony devices
  • Provide basic support of network hardware, including switches, routers, firewalls and wireless access points
  • Provide basic support of network security solutions
  • Provide basic support and management of VoIP systems
  • Provide support of backup and disaster recovery solutions
  • Provide basic support of VPNs and RDS
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Provide after-hours support per scheduled on call rotation
  • Triage incoming service tickets
  • Resolve quick fix tickets as scheduled
  • Escalate and schedule service tickets that require higher level or onsite support
  • Resolve RMM tickets
  • Provide live answer help desk support
  • Thoroughly document tickets on a real-time basis
  • Consistently exceed defined Service Level Agreements
  • Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
  • Document internal processes and procedures related to duties and responsibilities
Your experience
  • Strong verbal and written communications skills
  • Strong technical diagnostic skills
  • Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Understanding of technical support tools and techniques used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment
  • 1-2 years of Help Desk Support experience
  • Microsoft MCP of Current OS or completion within 3 months of employment
  • A+ or Network + preferred

What we do for you
At Infinity, Inc. we prioritize our employees’ personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.

Benefit Highlights
  • Competitive benefits package, including medical, dental, vision, and life insurance
  • 401k match
  • Unlimited Approved PTO after one year (2 weeks your first year)
  • 10 Holidays including your Birthday and a Floating Holiday!
  • Gym reimbursement
  • Amazon Prime reimbursement
  • 40 Hours for Volunteer Time
  • Paid Maternity and Paternity leave
  • Paid certifications
  • Learning and development programs
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