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Help Desk Analyst I

WHY WE NEED YOU

We are on a mission to transform the accounting industry by providing the best, most advanced cloud technology solutions and service. Our company has grown in recognition over 15 years, often receiving many industry awards, and with that has come massive growth. We need smart, hard-working, caring, ambitious talent to keep up with our growth and to figure out better ways to solve new technical challenges.

ABOUT YOU

  • You love technology and helping others use it
  • You are amazing at troubleshooting problems
  • You are a jack-of-all-trades and a master of a few
  • You can wear many hats and quickly shift gears from one kind of problem to the next
  • You can easily communicate tech to non-technical people with a soft touch
  • You have experience in customer service and can stay calm and collected under pressure
  • You are self-driven and absolutely love to learn
  • You are talented at managing expectations and your time
  • You love collaborating across teams and are personable, helpful, and incredibly detailed
  • You have a degree in IT, certifications, and/or experience in technical support
  • You have competency in various technologies such as Citrix, Microsoft, Active Directory, Network Monitoring systems, etc

WHAT YOU WILL DO

You will work on a team to provide excellent technical support of our cloud products and services. You will have primary clients that you manage and build relationships with. Your goal is to build a strong reputation among your clients of effective troubleshooting and exceptional customer service.  You will also assist your teammates in resolving issues that come up with their clients.

Most of the support you provide is done remotely through chat, email, phone, and remoting in. The problems you will solve will look different daily and will take anywhere from a few minutes to a few hours to solve. On a typical day, you will solve about eight client requests. If you like earning miles, there is optional travel to go onsite to support clients around the country. Specifically, you will:

  • Ensure a positive client experience and high client satisfaction
  • Provide advanced technical support to Xcentric’s cloud servers, applications, and managed workstations
  • Maintain an in-depth knowledge and understanding of Xcentric technologies, hosted applications, and services
  • Assist in developing documentation, knowledgebase and best practice guides
  • Complete special projects and tasks assigned by management
  • Go onsite for client relationship and trust building
  • Provide assistance to the project team by completing assigned tasks and supporting onsite resources
  • Communicate highly technical information to both technical and non-technical users
  • Escalate your client request upward if you can’t solve it

WHY WORK AT XCENTRIC

  • 4.8 rating on Glassdoor. Our employees rave about our amazing culture
  • Fast growth. We have been growing by 30% for the last three years
  • Plenty of opportunities for advancement. We are growing quickly and we need everyone that joins our team to advance with us
  • Our leadership values prioritizing family, and models the way
  • We are an industry leader and a recipient of many rewards
  • Autonomy. We give a lot of freedom to our employees to lead themselves
  • Your coworkers will quickly become close friends
  • We genuinely care about our employees and the clients we serve

BENEFITS AND PERKS

  • Competitive Salary
  • Comprehensive medical, vision, and dental healthcare coverage
  • Flexibility to work from home
  • Progressive personal time-off policy
  • 11 paid holidays annually
  • Paid volunteer week – Pick your favorite place to serve and give back.
  • 401k Plan
  • Basic life insurance at no cost to you
  • Casual dress code
  • Office ping pong and shuffleboard tables
  • Fun company events
  • Office snacks
  • Normal office hours

ABOUT US

We are a fun, energetic company founded by two brothers, Trey and Christian James. From the beginning, Trey and Christian set out to build a company that others would love to work for. Over 15 years they have fostered a life-giving company culture that values family, fun, hard work, and growth.

In addition to our amazing culture, we are really good at what we do and proud to say we hold many awards including being ranked on INC 5000 nine years in a row, ranked number 4 on Channel E2E Top 100 Vertical Market MSPs, ranked in the Top 100 Cloud Services Providers (CSPs), and many more! Visit Xcentric.com for the rest of the story.

 

Interested?

Apply Now
Department
Hosted Services
Location
Alpharetta, GA or Bozeman, MT
Travel
Limited 10-15%
Work Shift
Depends on office location

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About Xcentric

Xcentric is a fast growing company that has taken the lead in the exciting field of technology solutions for CPA firms. We work hard, but we're passionate about what we do, and we have fun doing it.
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