Help Desk

About the role

The Help Desk Technician at The Dirks Group provides primarily remote support to clients with critical uptime requirements. This role is responsible for responding to service desk requests, diagnosing and resolving technical issues, and escalating when appropriate. You will work independently while supporting a variety of client environments, including executives, business owners, and end users. Success in this role requires strong communication skills, the ability to prioritize effectively, and a focus on delivering solutions—not overly technical explanations.

Essential Functions

• Work in a dispatch driven environment, adjusting priorities based on incoming requests and business impact
• Provide remote and occasional onsite support for end users and business systems
• Diagnose and resolve technical issues related to desktops, networks, and applications
• Accurately document all work performed within PSA and RMM systems
• Escalate complex issues appropriately and collaborate with team members
• Perform preventative maintenance and assist with installations and deployments
• Maintain a high level of customer satisfaction through clear communication and timely resolution

General Expectations

• Build and maintain strong client relationships through exceptional service
• Represent the company professionally in all interactions

Professional Development

• Participate in ongoing training and certification programs
• Continuously develop technical and customer service skills
• Engage in team and company-sponsored activities

Core Values & Competencies

We expect all team members to demonstrate:

• Integrity and professionalism in all interactions
• Strong communication and active listening skills
• Ability to manage multiple priorities in a fast-paced environment
• Effective problem-solving and troubleshooting skills
• Team collaboration and accountability
• Commitment to continuous learning and improvement

Required Qualifications

Education: Associate degree in IT or related field, or equivalent experience

Technical Skills:

• Support experience with Windows and macOS
• Familiarity with Microsoft 365, Active Directory, backup, and endpoint protection tools
• Basic understanding of Windows Server environments
• Working knowledge of networking concepts (firewalls, switches, troubleshooting)

Other Skills:

• Strong written and verbal communication
• Self-motivated and able to work independently
• Ability to manage time and prioritize effectively
• Desire to learn and grow

What Success Looks Like In 90 Days

First 30 Days – Foundation

• Complete onboarding and become familiar with internal tools (PSA, RMM, documentation systems)
• Learn The Dirks Group's processes, standards, and client environments
• Begin handling basic service tickets with team support
• Demonstrate professional, solution-focused communication with clients

60 Days – Contribution

• Independently resolve common help desk issues (workstations, Microsoft 365, basic networking)
• Maintain accurate, thorough ticket documentation
• Effectively manage ticket queue while meeting response and resolution expectations
• Begin consistently contributing to team utilization goals

90 Days – Ownership & Performance

• Independently manage a full workload of service tickets with minimal supervision
• Maintain utilization of 75% or higher
• Achieve and sustain customer satisfaction (CSAT) scores of 98% or higher
• Prioritize work effectively based on urgency and business impact
• Demonstrate strong troubleshooting across diverse client environments
• Proactively identify recurring issues and suggest improvements