Job Overview The primary purpose of this job position is to respond to and resolve service requests in a timely and professional manner, serving as the first contact for most customer requests.
Primary Responsibilities Service Ticket Management
- Respond to and resolve incoming service tickets and calls in a timely manner per predefined SLA (Service Level Agreements).
- Monitor help desk ticket system for all incoming tickets ensuring positive customer experience.
- Note all troubleshooting steps taken on service tickets per documentation guidelines.
- Gather and document troubleshooting information from customers for all tickets needing to be escalated to IT Service Specialists or Administrators.
- Escalate tickets to IT Service Specialist or Administrator team according to Escalation Guidelines.
Troubleshooting, Documentation & Escalation
- Provide on-site support for customer tickets and issues as needed.
- Administer basic computer, printer, and phone requests as needed.
- Troubleshoot user reported concerns within supported software.
- Work in close collaboration with IT Service Specialist and Administrator support team members.
- Place orders for customer and company equipment utilizing defined workflows and documentation.
- Document solutions to problems and provide training for team as needed.
Communication, Time Management & Professional Development
- Respond to company communication in a timely manner, included but not limited to Emails, Teams, etc.
- Manage time expectations, raise flags about blockers or delays daily.
- Proactively engage in a personal growth plan (identify, with help, areas of improvement and work toward it).
Availability & Scheduling
- Available for after-hours projects and maintenance as required.
- Available for project implementation and support, as assigned.
- Available for up to 4 weeks of travel time per year as needed.
- Available to serve one-week rotations of on-call hours.
Other Duties
- Perform all other duties as assigned by supervisor.
- Assist with projects and requests outside of established systems as needed.
Qualifications
To perform this job successfully, an individual must be able to perform each key responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to read, write, speak and understand the English language
- Excellent communication skills and the ability to collaborate effectively within a team
- Eagerness to learn and grow in a dynamic IT environment
- Excellent problem-solving skills and attention to detail.
- Ability to make independent decisions when circumstances warrant such actions
- Ability to deal tactfully with various personalities
- Ability to work under pressure
- Ability to interact effectively and professionally with customers and third-party vendors
Responsibilities
See job desc. for details
Requirements
- 2-3 years technical IT service experience
- Experience in Active Directory, Networking and Microsoft 365
- Required: CompTIA A+, Microsoft 365 Fundamentals
- Preferred: CompTIA Network+, Cisco Certified Support Technician
Benefits
- Collaborative Culture
- Innovative Work Environment
- Work-Life Balance
- Competitive Compensation
- Professional Growth
- Diverse Opportunities