Help Desk Support

Why LaserAway?

LaserAway is a medical company set in beautiful retail settings that offer the latest innovations in aesthetic dermatological treatments. We are the fastest growing company in the industry with 100+ locations in 19 states. We are a team of professionals driven by patient satisfaction. On the backend, we are a true omnichannel business with over a million patients with whom we interact daily in the physical and digital world.

Schedule: 9am to 6pm CST; weekend availability is required

LaserAway is seeking a Tier 2 Help Desk Support Technician with experience in installing , configuring, and troubleshooting; Google Workspace, SonicWall firewalls, switches, APs, PCs, Macs, Chromebooks, phones, and printers to handle remote support for a growing IT department. The ideal candidate will provide support to employees via phone, email, and or chat. The candidate must be able to diagnose and solve IT support issues. The Help Desk Administrator is responsible and accountable for handling support tickets and supports calls. Help Desk Administrator attempts to solve all tickets escalated from Tier 1. Admin may escalate any issues to Tier 3 and or outside vendors. Tier 2 may share workload with Tier 1, and Tier 3. Additional dues are documentation, running backups, virus removal, and imaging computers.

Job Duties

• Provide a quick and timely response to tickets to solve tickets under the SLA.

• Solve help desk tickets and providing support to end users on a variety of technical issues

• Solve or escalate tickets in a timely manner

• Prioritize tickets and projects

• Configuring and troubleshooting network equipment.

• Troubleshooting network issues; DNS, DHCP, VLANs, and TCP/IP

• Troubleshooting 3rd party sites and applications; Google CCAI, Google Workspace, GCPW, Zendesk, Jira SM, Zoom, Square, Rockbot, EDR tools, RMM tools, and others

• Work closely with other departments for collaboration IT projects.

• Install and configure computer programs and setup systems and accounts for users

• Adding and removing users from various systems

• Providing support for desktops, laptops, iPhone, iPad, Android devices, printers, and Wi-Fi

• Performing break-fix repair, virus removal, and images desktops.

• Train other staff on technical issues as need

• Documenting procedures

• Adding and updating KB articles

• Special project as assigned

• Other duties as needed

  
  

Qualifications

• Experience with Google Workspace Administration

• Experience with supporting and configuring SonicWall Firewall, switches and APs experience

• RMM, MDM, EDR experience

• Ability to learn new technologies quickly.

• Ability to multitask and handle issues in a fast past environment

• UCaaS and CCaaS experience is a plus

• Bachelor’s Degree or 5 years experience in IT field

• Must have excellent communication and customer service skills.

• Being able to work in a team environment, share knowledge and creative solutions

• A+, Network +, or Professional Google Workspace Administrator certification

  
  

Physical Requirements:

• Work is performed in a remote office environment and requires the ability to operate standard office equipment including keyboards and phones
• Work is sedentary, typically requiring 8 hours of sitting at a desk. Repetitive motion using keyboard and phone to make outbound calls. The worker is required to have close visual acuity to perform computer activity.
• The ability to hear, understand, and distinguish speech both in-person and over the telephone/virtual platforms
• Expressing or exchanging ideas by means of the spoken word to impart oral information to patients and to convey detailed spoken instructions to other coworkers accurately.

Compensation:

FLSA Status: Non-Exempt

Pay is $25/hr

LaserAway offers a generous pay structure with benefits including (but not limited to):

• Healthcare benefits

• 401k

• Vacation

• Generous employee discounts and free services