Palmetto Technology Group (PTG)Georgia, United States
Palmetto Technology Group (PTG) Georgia, United States
1 week ago
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Who We AreInfinity, 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 1.5We 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
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 YouAt 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!
Introduction: My name is Barbera Armstrong, I am a lovely, delightful, cooperative, funny, enchanting, vivacious, tender person who loves writing and wants to share my knowledge and understanding with you.
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