Helpdesk Technician

About the role: RevelSec (a Dataprise company), a security-first managed service provider headquartered in Houston, Texas is seeking a Helpdesk Technician to provide remote technical support to customers in a 24X7X365 environment. In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount!
***This position is hybrid based in our Houston, TX office***
 

Why Dataprise? 

• Dataprise is a private equity-backed company whose mission is to grow organically and inorganically through the acquisition of solid-performing businesses that are well aligned to our philosophies and values. 
• Our mission is to delight our clients and create an outstanding people experience both internally and externally. 
• We are an employee-focused organization that prioritizes employee retention, satisfaction, and empowerment. 
• We provide career growth opportunities through internal movement and through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees. 
• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities.
• A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program. 
• A focus on work/life balance including hybrid and remote work options, 10 paid holidays and generous PTO. 
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match. 
• An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.

What you'll do:

• Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues.
• Manage ticket categorization, priority, and assignment while ensuring target SLAs are being met.
• Manage alert tickets via validation, documentation, and escalation to engineering teams when necessary.
• Follow-up on open tickets, keeping clients informed of any updates to their tickets along the way.
• Maintain and update documentation as required.
• Participate in daily, weekly, and monthly client process and reporting tasks.

What skills and experience you'll need:

• A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry.
• Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues.
• Well-rounded technical knowledge surrounding Cloud/Data Center infrastructure solutions and services including virtualization, Citrix solutions, Microsoft O365, Azure, and data protection as well as basic knowledge of cybersecurity solutions.
• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment.
• A strong attention to detail so work is accurate and complete.
• The availability to work flexible hours, which may include night shifts and/or weekends.
• The desire to learn new technologies and solutions.
• Experience with ConnectWise and IT Glue is a plus.

Compensation:

• We are committed to maintaining a positive work environment by ensuring that compensation across the Company is managed in a competitive, consistent, and fair manner. Each employee will be compensated in line with their specific scope of responsibility, skill level, and educational background, in addition to the projected impact on the success of the Company.
• We have a comprehensive Compensation Management System which establishes the guidelines we use in making compensation decisions and is comprised of compensation policies, salary structures, salary grades, incentive target guidelines, job descriptions, and career charts.
• This position’s Salary Range is $40,000-$50,000 (NOTE: this is the range at the national average level; specific salaries offered will be adjusted higher/lower due to the local labor market of the candidate. Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons).

Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!
Dataprise is an Equal Opportunity Employer.