Helpdesk Specialist

At AM3 we Help clients protect what matters. We are seeking a Helpdesk specialist to join our growing team.

What do we do? We help small businesses manage their cyber security risk and have the best technology and systems to grow. Our company is financially strong. We are committed to our clients, our team and to the growth of our business.

We’re different because our team lives our core values every day and this is the key to our success. We know what we stand for and what we will not tolerate. We treat every member of our team with respect and dignity. We want to thank you for considering our company, but realize we may not be right for everyone.

We are seeking a Helpdesk Specialist because our business is growing. We have a managed service business model which means more than seventy percent of our work is supporting clients that have long term contracts with our company. Our business is different from the break / fix business model because we are able to be proactive and plan our work. While we do have emergencies from time to time, our working environment is professional and you will be able to enjoy your time off.

The Role

• Handle support tickets
• Following our ticketing system and the methods we use to open support tickets, work the issue, update the ticket according to our guidelines, and closing the ticket in a timely manner
• Logging your time per ticket per our standards
• Attending our work status and communication meetings where we review ticket status and prioritize our work by day, week and client.
• Performing your technical tasks, including :
• providing support for support tickets
• managing client data backups
• entry-level system administration tasks
• solving Office365 issues including password resets, new user creation, license assignment, permission assignments, software installs and other issues
• supporting other technical assignments as required for client projects and implementations
• Performing your documentation tasks, including :
• Using ITGlue, MyGlue and other documentation tools to keep client information current and accurate
• Working with our supporting vendors (both software and hardware) to escalate and resolve issues
• Training client team members as required (for either onboarding or other situations)
• Growing your skill set by participating in our company sponsored education and external certification programs

Ideal Profile

We require the following for our Helpdesk Specialist

What's on Offer?