IT Help Desk

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Delivers technical support to clients within Trapp Technology’s managed IT services framework via tickets, chat, and phone communications.

• Diagnoses customer issues, optimizes server and workstation performance, and ensures prompt resolutions while providing an exceptional customer experience.

• Acts as a technical advisor for Level I technicians by offering guidance, addressing inquiries, and assisting with escalated matters.

• Remains available to handle escalated inbound calls, support tickets, and web chats.

• Analyzes customer-reported issues, troubleshoots efficiently, proposes solutions, and documents interactions clearly.

• Supports Level I technicians by offering technical direction and promptly responding to questions in team communication channels.

• Evaluates customer technical support needs and routes or resolves tickets using established procedures and available tools.

• Provides technical advice by identifying issues, researching solutions, following knowledge base articles, and guiding clients through corrective actions.

• Proactively develops and updates knowledge base articles and documentation.

• Meets predefined service and performance objectives.

• Adheres to established workflows and escalation processes while maximizing support efficiency.

• Participates in internal meetings and mandatory training sessions at Trapp.

• Upholds a professional demeanor and complies with all Trapp Policies and Procedures.

⛳️ Requirements

• High school diploma is mandatory.

• CompTIA A+ certification is required.

• Minimum of 2 years of experience in technical customer support or help desk roles (experience in a Managed Service Provider environment is preferred).

• Strong troubleshooting capabilities with the ability to quickly isolate and resolve issues.

• Exceptional communication skills, encompassing verbal, written, and active listening abilities.

• Proficient in composing grammatically accurate, concise, and clear notes.

• Ability to excel in a fast-paced, technologically advanced setting.

🏝️ Benefits

• 100% employer-funded insurance for employee-only medical, dental, and vision coverage.

• Generous employer-funded insurance for family medical, dental, and vision coverage.

• 401(k) plan with company matching.

• Employer-sponsored life insurance.

• Paid parental leave.

• Three weeks of paid time off, accrued annually.

• Eight company-paid holidays and two floating holidays each year.

• Certification and training reimbursement program for approved educational expenses.

• Company-provided equipment.