The Helpdesk Technician Level 1 is responsible for assisting clients with basic troubleshooting of routers, laptops, workstations, phones, and cloud services. The Helpdesk Level 1 supports our customers in the Retail store, at-home, and remotely. This position will require familiarity with basic networking, client operating systems, network security, and cloud services to assist field technicians and customers.

Functional areas of this position include, but are not limited to:

• Responding to support inquiries, demonstrating knowledge and confidence in basic networking, security, client operating systems, and cloud services to resolve issues remotely or instore
•  Supporting customers remotely or on-site maintaining goals for service levels. Schedule appointments as needed for at home customers
• Demonstrating ability to assist customers when they are making technology choices

The Helpdesk Level 1, working closely with the other Helpdesk staff, excels in learning, assisting, and supporting the goals of the team members and the company. It is the responsibility of the Helpdesk Level 1 to uphold the Pavlov Media mission of Simply Exceptional Connections Nationwide. This position is entry level with advancement opportunities available to highly motivated individuals.

 Primary Responsibilities

• Provide assistance to customers – meet their needs with technology solution. Listen closely to their requirements
• Field questions from Field Technicians and instore customers
• Work with resources to resolve any issues business to business or at home customers may encounter
• Identify and escalate any issues with products or services that impact customer satisfaction on retention
• Adhere to defined quality guidelines for customer communication
• Maintain familiarity with all products and services offered and clients supported
• Demonstrate an understanding of effective troubleshooting skills and the ability to use them
• Review processes and recommend changes to improve and maintain the overall effectiveness / efficiencies of departmental knowledge resources
•  Provide training (inhouse systems) for on-boarding of new employees
•  Other duties as assigned

Job requirements:

• Troubleshooting basic data networks and end user devices.
•  Experience in troubleshooting basic networking and workstation issues
• Customer service experience
•  Basic understanding of monitoring tools
• Proficient communication skills: professional communication, demeanor, and appearance
• Time management and multitasking abilities
• Reliable and responsible team player
•  Ability to communicate effectively both verbally and written with external customers
• Strong analytical and problem-solving skills
• Basic IT security mindset
•  Able and willing to work a full-time position and adapt quickly

 Certifications that should be passed prior to hire or within 180 days of hire:

• Certifications: CompTIA A+ o Udemy
•  Fortigate NSE 1-3 completion of Fortigate Website
• Completion of How to Build a PC [2022] – Beginners to Intermediate o Udemy
• Apple Mac Basics – The Complete Course for beginners o Udemy
•  Ability to communicate with customers (retail and business)
•  Demonstrate friendliness toward all clients and co-worker

Pavlov Media is an Equal Opportunity Employer