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Level 1 Helpdesk Associate
Stancil Services
Providing technical support and assistance as the first point of contact for a company's employees through the helpdesk.
21d ago
Entry-level, Junior (1-3 years)
Full Time
Concord, NC
Office Full-Time
Company Size
200 Employees
Service Specialisms
Construction services
Project Management
Engineering
Consulting
Technical Services
Design
Sector Specialisms
Painting
Drywall
Plumbing
Custom Home Building
New Residential Building
Commercial Construction
Role
What you would be doing
client delivery
compliance training
customer assistance
process improvement
submit reports
ticketing system
- Maintain Company information in a confidential manner.
- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
- Regularly operate computers and office machinery with precision and efficiency.
- Triage all service support calls while adhering to our internal protocols and escalate any issues as needed
- Maintain initiative to preserve the flow of work and complete tasks accurately and timely.
- Make sure that Documentation is well maintained
- Provide informative and professional assistance to customers, vendors, and team members.
- Providing a first point of contact for customers through our helpdesk, be that via phone, email, or ticket
- Identify opportunities for improvement and make constructive suggestions for change
- Learn new methods and systems to adapt to changes in the work environment.
- Follow the schedule provided by the Project Manager
- Make sure that tickets aren’t “stale” throughout the process
- Managing and recording all work though our Ticketing System
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Occasional travel to on-site locations to oversee operations or represent the organization.
- Contribute to the process of innovative change effectively
- Embrace change in a growing company and efficiently manage multiple tasks.
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Act independently and create new approaches to problems.
- Sustain interpersonal relationships, which encourage openness, candor, and trust, both internally and externally.
- Provide comprehensive compliance training to all relevant staff
- Ensure all production activities meet industry regulations and internal standards, maintaining compliance rate predetermined by company KPIs.
- Attends work regularly and on time with a minimum of tardiness and absences and adheres to Company policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time-off requests.
- Assist with SharePoint and Mobile Device Projects
- Provide the team member with basic remote troubleshooting
- Identify, Communicate and Mitigate potential risks to the Project Manager and Clients
- Prepare and submit accurate compliance reports to senior management on a quarterly basis, ensuring no significant errors or omissions.
- Use our Ticketing System (FIFO, SLA based) to work on and resolve Helpdesk Tickets & Service Requests
What you bring
problem solving
support tools
technical skills
client support
certifications
effective communication
- A love of (and ability to) Solve Problems & Challenges
- An understanding of support tools, techniques and how technology is used to provide services
- Strong understanding of operating systems, business applications, printing systems and network systems
- Be accurate, organized, and detail-oriented with exceptional follow-up skills.
- 1-2 years of client facing helpdesk support
- Physical ability to navigate multi-level workspaces, including ascending and descending stairs as needed.
- Bachelor or Associate’s degree or equivalent work experience with updated and valid certifications
- Exhibit excellent written and verbal communication skills.
- Office equipment such as computers, tablets, printers, copiers, etc.
- Must be able to lift and carry materials up to 50 pounds as required.
- Great Communications skills, founded in being a good listener
- Must be able to type quickly and accurately while talking on the phone
- Ability to maintain focus and productivity in a sedentary role for extended periods (approximately 75% of the time).
- Ability to simplify IT to clients through verbal and written correspondence
- Experience and knowledge of working with the Microsoft 365 Platform, preferred but not required
- Understanding the OSI model, VLAN technology, and NAT configurations, preferred but not required, preferred but not required
- Knowledge of IT Applications, Software & Hardware
- Basic to intermediate understanding of AD, DNS, CLI, preferred but not required
- Valid driver’s license and insurable with company insurance policy
- When opportunities arise the Level 1 Helpdesk Associate may be required to help with project delivery.
- Consistently search for better methods and maintain acute awareness of system implementation.
- The ability to keep up with & adapt to the fast-paced IT world
- Experience using a Ticketing system / RMM Tool and PSA software, preferred but not required
- Primarily an office-based role, with extended periods of work at a desk and computer.
- CompTIA Certifications such as A+, Network+, Security+ and/or Server+ with relevant practical experience, preferred but not required
- Health insurance
- Health savings account
- Paid time off
- Maternity/Paternity Leave
- Escalate tickets that require Senior Technician support
- Employee Assistance Program (EAP)
- 401(k) matching (100% up to 1st 4% deferred)
- Life insurance (Group & Voluntary)
- Dental insurance
- Vision insurance
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- as a part of the onboarding process, the company may conduct background checks in accordance with industry regulations and internal standards
People also searched
Company
Overview
Founded 1990s
Establishment Year
The company was established in the early 1990s, marking the beginning of its journey in engineering and consultancy.
Million-pound
Project Scale
Stancil handles large-scale projects, including multi-million-pound ventures in various industries.
- They specialize in delivering high-quality design, project management, and consultancy solutions.
- Their portfolio spans several industries, including energy, infrastructure, transport, and utilities.
- They are known for their work in both public and private sectors, handling projects of varying scales.
- They have developed a reputation for technical excellence, offering specialized knowledge in complex projects.
- Their innovative approaches, attention to detail, and focus on delivering optimal solutions set them apart.
- We are driven by a strong commitment to quality, safety, and efficiency.
- We operate with integrity, delivering transparent and accountable services.
- We encourage innovation to continuously improve solutions for our clients.
- We prioritize teamwork and collaboration across all levels of our business.
- We are dedicated to delivering exceptional service and client satisfaction.
Net zero by 2050
Carbon Emissions Target
The company aims to achieve zero carbon emissions by 2050 as part of its sustainability commitment.
- actively integrates environmental considerations into its operational processes.
- continuously seeks innovative solutions to reduce energy consumption and waste.
- has set specific, measurable targets to track progress toward sustainability goals.
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