Level 1 Helpdesk Technician
RYC Business IT
Miami FL

Compensation
Hourly – Commensurate with Experience

Employment Type
Full-Time

Why Work Here?

We are on the hunt for a dynamic, self-motivated and innovative professional to join our team in a role that is sure to challenge and inspire. Just like our founder, we are seeking someone who is not afraid to think outside the box, take initiative, and bring new, transformative ideas to the table.

The ideal candidate will not be deterred by obstacles but will see them as opportunities to learn and grow. A tireless work ethic, relentless curiosity, and a desire to impact are key traits that will make you a successful member of our team.

Responsibilities:

• Be ready to wear multiple hats and thrive in a dynamic and often self-directed environment.
• Bring innovative ideas to the table and don't hesitate to voice them - we love creativity and fresh perspectives!
• Show a relentless drive towards achieving goals and setting new ones.

Qualifications:

• Relevant experience in our industry, or a clear passion and commitment to dive in and learn fast.
• Proven ability to work proactively, showing initiative and drive.
• Strong problem-solving skills and the ability to think outside the box.
• Excellent communication skills.
• Excellent Documentation skills - knowing what to document, how to document it, and in such a way that is easy to find and use

RESPONSIBILITIES & TASKS 

• CUSTOMER SERVICE
• USE OF OUR TICKETING SYSTEM
• PROJECT WORK
• COMMUNICATION, REPORTING & RISK
• TEAMWORK 

SKILLS AND ATTRIBUTES 

DESIRED 

• A love of (and ability to) Solve Problems & Challenges 
• Great Communication skills, founded in being a good listener 
• An understanding of support tools, techniques, and how technology is used to provide services 
• Strong understanding of operating systems, business applications, printing systems, and network systems 
• Must be able to type quickly and accurately while talking on the phone 
• A deep desire to deliver an amazing Client Experience 
• Knowledge of IT Applications, Software & Hardware 
• The ability to speak both Geek and human  
• IT literate – Advanced user level 
• A deep desire to deliver an amazing Client Experience 
• Driver's license  
• The ability to keep up with & adapt to the fast-paced IT world 

NICE TO HAVE 

• Experience using a Ticketing system / RMM Tool and PSA software  
• Experience providing support via remote tools 
• Experience and knowledge of working with the Microsoft 365 Platform 
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc. 
• Client Experience Certifications such as Helpdesk Habits etc. 
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.  

For someone looking to progress their role, the Level 1 Helpdesk Technician naturally leads into roles such as: Level 2 Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, or Service Delivery Manager.