Overview slashBlue provides comprehensive Managed IT solutions including Technology Advisory, Help Desk services, Managed Network, and Cybersecurity. We help clients across the Twin Cities and beyond choose, deploy, and adopt the right technology to achieve their goals. Our focus is saving time, boosting productivity, and elevating workplace joy to fuel client growth and protect their reputation.The Role As a Help Desk Technician L1 on our Help Desk Team within the Client Success Business Unit, you'll be the first point of contact for our clients, providing technical support that keeps them running smoothly. You\'ll interact with clients via phone, email, portal, or Live chat (Teams) to resolve computer problems related to our catalog of products and services.Your Purpose Remove obstacles for our clients, whether they\'re skill-based, emotional, or technical.Listen actively to understand client issues and concernsTriage support issues and document known problemsCoordinate and escalate according to our Client Service ExpectationsResolve client tickets efficientlyCreate and maintain knowledge-base articles to empower clientsOur Values : Profit / People / PurposeWe believe in generating profit to fuel our mission, but we do this by putting people first. We\'re excited to apply Christian principles that create a gospel-friendly workplace:Love our customersActively listen to meet the needs of othersKeep your promisesEliminate complexityWe\'re committed to optimizing client joy by minimizing downtime and maintaining a 90% Service Level Objective for response and resolution, with a 90% Client Satisfaction goal.Responsibilities Serve as first point of contact for clients seeking technical assistancePerform remote troubleshooting through diagnostic techniquesDocument issues and maintain our knowledge databaseWalk clients through the problem-solving processEscalate unresolved issues appropriatelyRecord events, problems, and resolutions in logsFollow up with clients and keep them informedRequirements Patience: Must exhibit patience and composure especially when dealing with upset or stressed usersKnowledge of different operating systems and technologies: ability to understand how to resolve basic client issues and when to escalate ticketsL1 – ability to troubleshoot and resolve user access issues, password maintenance, basic computer hardware/software issuesHardware Knowledge: understanding of the function of all deployed hardware in the client\'s technology stack and slashBlue\'s CatalogProblem-solving: ability to troubleshoot and find solutions for problems as they ariseCommunication skills: excellent verbal and written communication; able to explain technical concepts in non-technical termsOrganization and time management: ability to work effectively in a support-based, time-sensitive environment and self-manage workload to meet SLOsBroad knowledge of computers, hardware and software (Microsoft suite), information security, networking, and AI tools is beneficialBenefits Employer Sponsored Health InsurancePaid Time Off10 Paid HolidaysVolunteer Time Off (16 hrs annually)Remote work with reimbursement for remote office expenses and workspaceAnnual Training & Development reimbursementsPerformance BonusProfessional, Supportive, Team-oriented, Faith-forward & Family-friendly cultureSeniority level Entry levelEmployment type Full-timeJob function Customer ServiceIndustries: Technology, Information and Internet#J-18808-Ljbffr