Help Desk Tech
Level 1

Posting Date
December 21, 2017

Company: RealTime, LLC

Location: Dothan, Alabama

Travel: Occasional Regional Travel

Telecommute: No

Type: Full Time, Permanent

Hours of operation: M-F 7:30am – 5:30pm. After hours on call support on occasion.


Service Desk Technician L1 (Entry Level)

Job functions:

·       Answer calls and emailed requests from clients courteously.

·       Accurately document support requests as they arrive within the ticketing system. Properly categorize the requests.

·       Document activities within the service tickets.

·       Coordinate with third parties on repairs as needed.

o   Warranty hardware repairs with vendors.

o   ISP’s for communications issues.

·       Update customer documentation.

·       Other duties as you acquire necessary experience.



·       Excellent customer service skills, in person and over the phone.

·       Some familiarity or training with some or all of the following:

o   Windows Windows 7 and newer

o   Windows Server 2008 and newer

o   Local and network printing.

o   Local area networks.

·       Some experience with smart phones and tablet pc’s

·       Professional, personable, presentable, flexible.

·       MS Office suite experience, including Outlook and Visio.



Job Requirements:

·       Excellent Customer Service, communications skills via phone, email and in person.

·       Focus and attention to detail.

·       Ability to deal with frustrated callers on occasion.

·       Ability to learn new applications, systems and requirements.

·       Maintain and update documentation of issues, applications and systems as these occur.

·       Maintain regular, timely contact with customers, ISP’s and vendors in support of customers and their systems.

·       Become an immediate contributor to the team and our customers.

·       Respect customer and colleague time:

o   Make call backs to customers on schedule.

o   Track activities accurately within our systems.

o   Provide and ask for assistance as needed.

o   Respond promptly to alerts and follow procedures in support of customers.

o   Follow up on issues with third party vendors.

·       Coordinate warranty work with vendors.

·       Update documentation as needed.

·       Ability to lift 40 lbs.


This is a fast paced position where the ideal candidate will quickly learn and apply newly acquired skills.

Additional Information:

Candidate must pass background, credit checks and drug tests. Possess and maintain a valid driver’s license and provide proof of insurance upon request.


Application process: Email Word/pdf format cover letter and resume to:  Please include verifiable professional and personal references.

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