At Micrologic Associates, we provide top notch products, services, and support to our clients in the car wash and quick lube industries. Offering a variety of equipment and software solutions, we aim to shape the future of car washing with cutting-edge products and services that recognize the changing needs of the industry. We thrive on turning ideas into solutions and always strive for excellence.

Micrologic is seeking a qualified IT Helpdesk Administrator to add to our team of dedicated, trusted, experienced & professional personnel. The IT Helpdesk Administrator will be an integral part of the Technical Support team.

Essential Job Functions Include:

• Working directly with Zoho Desk that involves proper delegation of tickets and escalation, if necessary.
• Ensuring proper ticket comments/format with an ample amount of detail and that technicians are making active movement on tickets to aid a solution.
• Reassigning tickets and properly delegating workload between technicians that are currently in office and working.
• Ensuring all incoming emails sent by clients have the proper attachments (If included) and are ticketed at the end of each day and properly delegated among technicians.
• Ensuring technicians are being active in incoming call chat and that technicians are taking incoming calls when they are not on the phone
• Prompting for Call Backs when no technicians are available, and answering questions regarding incoming calls that are asked by Receptionist.
• Reviewing Helpdesk Pending Queue and identifying tickets that are deemed critical (high priority) and communicates this to Support Supervisors/Manager for review and proper escalation.
• Merging duplicate tickets and delegating multiple tickets from 1 location to the technician that is actively working with the client.
• Delegating unassigned tickets that are created by clients via Washassist, ensuring proper Detail Type (-Service Request) is updated on each Ticket and reassigned to a HelpDesk Technician.
• Reviewing current open tickets and what issues have been worked on for an extended period of time. (Escalating the ticket to an Account Manager, if necessary, for complete resolution.)

Skills & Knowledge:

• Must provide exceptional customer service and communicate clearly and effectively with leadership
• Must have basic computer and networking skills.
• Be well organized with ability to multitask and strong analytical skillset
• Possess an aptitude for, and interest in learning new technologies
• Strong interpersonal abilities- including outstanding verbal and written communication skills
• Ability to listen to computer issues and explain solutions to others.
• Technical background and customer support experience required
• Must be willing to work independently and provide status reports.

Compensation:

• Salary is commensurate with experience.
• Benefits are available after 90 days of employment.

Job Type: Full-time

Pay: From $21.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• How many years of IT experience do you have?

Education:

• High school or equivalent (Preferred)

Work Location: One location

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