Help Desk Support Technician

Help Desk Support TechnicianLocation: Onsite | Department: Service Desk | Reports To: Service ManagerBe the First Impression That Makes All the DifferenceAt bdManagedIT, we believe technology is only as powerful as the people who support it. That’s why we lead with empathy, solve with excellence, and serve with intention.As a Help Desk Support Engineer, you’re the front line of our client experience—the calm voice, the problem solver, the person who turns frustration into relief. If you love helping people, enjoy troubleshooting, and want to build a long-term IT career, this is where you start strong.Our mission is simple: deliver right-fit technology with exceptional service and a human touch. Our vision? To be the most trusted, values-first IT partner for businesses nationwide.What You’ll DoYou’ll resolve day-to-day technical issues, set the tone for client experience, and build the foundation for your growth into more advanced engineering roles.Key Responsibilities:Front-Line Support·        Answer phone, chat, and portal tickets within defined response times·        Troubleshoot workstation, printer, connectivity, password, and basic SaaS issues·        Maintain a professional and empathetic tone in every interactionTicket Quality & Escalation·        Accurately log details, steps taken, and resolutions in the PSA·        Recognize when an issue exceeds scope and escalate with complete notesProactive Tasks·        Perform daily health checks (backups, patch status, monitoring alerts)·        Execute SOP-based maintenance and remediation tasksTeam Collaboration·        Participate in daily standups and team syncs·        Communicate clearly with peers and senior engineers to ensure smooth escalationsWhat Makes You a Great FitMust-Have Experience:·        .5–2 years of IT support, service desk, or internship experience·        Strong understanding of Windows OS, Microsoft 365, and common desktop issues·        Familiarity with PSA/ticketing and remote support tools (e.g., ConnectWise, Autotask, or similar)Soft Skills That Matter:·        Customer empathy and patience·        Strong written and verbal communication·        Ability to follow documented processes·        Curiosity and eagerness to learnCertifications:·        CompTIA A+ or equivalent knowledge (required or earned within 6 months)Location:·        This is an onsite position. You must be within daily driving distance of our office in Madison, GA.What Does Success Look Like?This role isn’t just about closing tickets—it’s about delivering service with excellence, consistency, and care. Here’s how we define success:Performance Metrics:·        10–12 tickets closed per day·        First response time ≤ 15 min (critical)Quality & Client Experience:·         CSAT ≥ 95%Team Contribution:·        Escalations include steps taken and relevant logs Growth & Learning:·        4 hrs/month of training time trackedBottom Line: You are the first impression. Success means solving problems quickly and respectfully, owning your tickets, and building a strong foundation for your IT career.Why Work With Us?·        A culture that values people over tickets·        Clear career path into L2, project, or infrastructure roles·        Dedicated training time and mentorship·        A team that has your back and wants to see you win·        At bdManagedIT, we’re not just fixing issues—we’re building trust. And that starts with you.100% Medical Dental and Vision for the employee. 401K with Company match.PTO and paid HolidaysCompensation Type and RangeAnnual Salary - $40,000 – $48,000Hourly Equivalent - $19 – $23 per hourThis is a posting for a client. please submit all resumes to jobs@hivepointgroup.ai to be considered.