Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience. Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve along with their business. Our custom-tailored solutions can be delivered modularly, or as a complete, end-to-end service; providing an unrivaled level of accountability for our clients’ communications, managed IT and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.

The Associate Help Desk Technician is responsible for supporting inbound phone calls and tickets as well as triaging critical alert tickets to their teammates in a fast-paced environment across diverse network of customer environments. The primary role of this position is to provide outstanding customer service well while assisting end users on general service requests, incidents, and problems. Access One is looking for a confident and go-getting technician that is eager to learn as well as go the extra mile to provide outstanding customer support with a “can do” attitude.

• Answer inbound phone calls,
• Respond to tickets/alerts in a timely fashion to keep up with SLA
• Provide quality communication with our clients, vendors, and internal team members via phone calls, email, and through our ticketing systems.
• Basic technical support including but not limited to: LAN/WAN connectivity, routers, switches, firewalls, WiFi, Active Director, O365, VPN, Terminal Services, and Citrix
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Maintain internal and/or client-facing documentation as changes or knowledge is found
• Detailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
• Work closely with team members Help Desk, Field Engineers, NOC, and Project Engineers to triage issues.
• Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships
• Fast and timely turn around on all customer requests
• Ability to work in a fast-paced team environment
• Escalating requests to appropriate higher-level team members or departments when needed
• Responsible for entering time and expenses as it occurs in our ticketing system
• Ability to work independently with locating information to assist a customer/vendor
• Enter all communication and work inside a service ticket
• Ability to assist and or train other team members when assistance is needed

• Minimum High School Diploma or equivalent
• College level courses in IT and/or certification preferred
  • Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One.
• Strong organizational and customer service skills
• Interpersonal skills: such as communication skills, active listening, and customer-care
• Self-motivated with the ability to work in a fast-moving environment
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Basic understanding of operating systems, business applications, printing systems, and network systems
• Basic diagnostic skills of technical issues
• Preferred Skills
• PSA/ RMM (Connectwise/Automate) or comparable experience strongly desired
• Knowledge of IT applications, processes, software, and equipment
• Prior working experience within the IT or customer service field