Here at Entre Technology Services we provide exceptional onsite and remote IT support to small and medium size businesses across Montana, Wyoming and beyond. We work with a variety of businesses and organizations from Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. We want employees that hold our core values of: Invest in Others, Embrace the Hustle, and the desire to Be Better. Our core focus is to Create Raving Fans every day. Essential Duties and Responsibilities: * Answer incoming phone calls for Service Desk * Triage service tickets to point of assignment. * Maintain client contact information * Complete information gathering to ensure service ticket details are available when needed by a technical resource * Monitor Service Team board for new and critical/high tickets, assign tickets to a resource for resolution * Serve as first point of contact on outstanding client tickets/service issues and provide appropriate ticket "status" to client and Entre team * Assist with continued improvement of customer service, perception and client satisfaction * Understand, improve, and implement processes in client ticketing system by completing training materials provided by vendor * Serve as dispatch process expert * Schedule service tickets to technical resources using appropriate priority, service level and resource * Maintain effective communication via available communication channels with Entre Team and clients * Escalate service tickets as needed * Perform client follow-up to verify final resolution and determine satisfaction level * Understand overall service desk objectives * Understand role and function of team members * Assist admin team in providing reporting and metrics * Be alert to Entre business opportunities when working with clients, refer to appropriate resource * Be sensitive to and aware of Entre's performance in servicing the needs of our clients * Keep apprised of changes in the industry that affect our business clients and their technology needs * Participate in new technologies research and evaluation suitable for our market and business clients/prospects * Assist with some lifting as required, such as computers, displays, and small-form factor printers Education and Certifications: * High School Diploma/GED Required Professional Experience and Requirements: * Proven track record of excellent customer service skills (employee of the month awards, etc.) * Passionate about customer care and professional growth * Communication skills - verbal and written * Organization Skills * Ability to multi-task in fast paced environment * Customer service personality and likeability * Professional, neat appearance * Ability to have empathy towards customers * "Get the job done" mentality; flexible in performing a variety of tasks; has a sense of urgency about getting things done Preferred/Highly Desired: * Education in Computer Science * IT Support Experience in MSP environment Job Hours: 8 hours per day, 40 hours per week. Some daily flexibility required to accomplish mutually agreed goals and satisfy client special needs Compensation: * DOE * Full benefits available for permanent, full-time employees