Help Desk Technician L1

Description

At slashBlue, we're not just another IT company. We're a team driven by purpose, delivering Managed IT solutions that transform how businesses work. At the heart of our company is a desire to glorify God by equipping businesses to experience greater joy and purpose in their work. 

We're looking for a Help Desk Technician L1 who shares our vision of delivering Purpose Powered Technology. 

Who We Are 

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? 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 concerns 

• Triage support issues and document known problems 

• Coordinate and escalate according to our Client Service Expectations 

• Resolve client tickets efficiently 

• Create and maintain knowledge-base articles to empower clients 

Our Values: Profit / People / Purpose 

We 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 customers 

• Actively listen to meet the needs of others 

• Keep your promises 

• Eliminate complexity 

We'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. 

Daily Responsibilities 

• Serve as first point of contact for clients seeking technical assistance 

• Perform remote troubleshooting through diagnostic techniques 

• Document issues and maintain our knowledge database 

• Walk clients through the problem-solving process 

• Escalate unresolved issues appropriately 

• Record events, problems, and resolutions in logs 

• Follow up with clients and keep them informed 

Is This You? 

If you're passionate about technology, committed to excellent service, and align with our mission to glorify God through purpose-driven work, we want to talk to you. 

This role is perfect for someone who finds joy in helping others, thrives in a fast-paced environment, and wants to be part of a team that's making a meaningful difference in how businesses experience technology. 

If you're looking for "just another IT job," this isn't it. But if you're seeking purpose alongside your paycheck, let's connect. 

Requirements

Skills:  

• Patience: Must exhibit patience and composure especially when dealing with upset or stressed users.  

• Knowledge of different operating systems and technologies: the ability to understand how to resolve basic client issues and when to escalate tickets.  

• L1 – the ability to troubleshoot and resolve user access issues, password maintenance, basic computer hardware/software issues. 
• Hardware Knowledge: the ability to understand the function of all deployed hardware in the client’s technology stack and slashBlue’s Catalog. 

• Problem-solving: ability to troubleshoot and find solutions for problems as they arise.   

• Communication skills: excellent verbal and written communication skills. Must be able to communicate technical concepts in a non-technical manner both externally and internally.  

• Organization and time management skills: the ability to work effectively within a support based and time sensitive environment.  The ability to self-manage your workload to ensure that tickets are maintained and managed in accordance with our SLOs.  

• Broad knowledge: of computers, both hardware and software (specifically the Microsoft suite of products), information security, networking, and AI tools is not required, but beneficial.

Benefits

• Employer Sponsored Health Insurance
• Paid Time Off
• 10 Paid Holidays
• Volunteer Time Off (16 hrs annually)
• Work remotely with reimbursement for remote office expenses and workspace
• Annual Training & Development reimbursements
• Performance Bonus
• Professional, Supportive, Team-oriented, Faith-forward & Family-friendly culture