Help Desk Technician I (Night Shift)

Posted Jan 4

Pax8 is the leading cloud-based technology marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world’s favorite place to buy cloud products. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative and humorously offbeat. We work hard, keep it fun, and expect the best.  

We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment. 

We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.  

Position Summary:

The Help Desk Technician L1 provides support to our partners’ end-users. They perform daily ticket management tasks for the initial ticket triage and issue restoration. The Technician directly interacts with customers to address their end-user issues and escalates to Help Desk Technician L2, if necessary. They create value for clients that will help preserve our partners’ reputation and business.

This position will have a working schedule of Wednesday-Saturday 2:00pm-1:00am MST

Essential Responsibilities:

  • Serves as first point of contact for customers seeking technical assistance over the phone or through email
  1. Provides first tier help desk support for partners’ end-users by performing basic troubleshooting
  2. Strictly adheres to the use of the ticketing system for ALL incidents, changes, and problems; monitors and manages ticket work queues
  3. Investigates and resolves technical issues
  4. Follows up with customers to ensure their technical issues are resolved
  • Updates our internal databases with information about technical issues and useful discussions with customers
  • Shares customer feedback or suggestions with the appropriate internal team

Ideal Skills, Experience, and Competencies:

  • At least two (2) years of experience as a Customer Support Specialist or similar customer service role preferred
  • Ability to diagnose and resolve basic technical issues
  • Good understanding of computer systems, mobile devices, and other tech products
  • Experience using help desk software and remote support tools preferred
  • Excellent analytical skills & problem-solving skills combined with the ability to provide quick resolution to problems
  • Ability to communicate professionally by phone and email
  • Must be customer service oriented and patient to deal with difficult customers, and work well in a team oriented collaborative environment
  • Demonstrates a technical awareness of network topology, protocols, and server connectivity

Required Education & Certifications:

  • High School Diploma/GED or equivalent work experience
  • Comp TIA A+ certification
  • ITIL certification

Compensation:

  • Qualified candidates can expect a salary beginning at $40,000 or more depending on experience

#LI-Remote #LI-AG1 #BI-Remote #DICE-A

*Note: Compensation is benchmarked on local Denver Metro area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.

At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits:

  • Non-Commissioned Bonus Plans or Variable Commission
  • 401(k) plan with employer match
  • Medical, Dental & Vision Insurance
  • Employee Assistance Program
  • Employer Paid Short & Long Term Disability, Life and AD&D Insurance
  • Flexible, Open Vacation
  • Paid Sick Time Off
  • Extended Leave for Life events
  • RTD Eco Pass (For local Colorado Employees)
  • Career Development Programs
  • Stock Option Eligibility
  • Employee-led Resource Groups