Job Description
This position is responsible for providing quality technical support and customer service to all customers of the organization. It will include frequent communication with vendors, internal team members, store users/personnel and external resources. The individual in this position will work in a service desk / call center environment troubleshooting software/hardware issues, performing break/fix tasks, move-add-change tasks and receiving and processing calls/tickets. Customer Services skills, attention to detail and organization skills will be highly valuable at every level of this position.
- User administration including logon credentials from various in-house systems including but not limited to Microsoft Active Directory, Azure, Office365, telecommunications solutions and Third Party Systems and databases
- Monitor self-service portal incidents/requests submitted by customers and/or open incidents/requests based on customer demand
- Adhere to established SLA's/OLA's and be cognizant of TTR/MTTR guidelines and other reporting policies
- Answer incoming customer calls and provide assistance by phone in a friendly and professional manner
- Set-up and install peripherals including but not limited to phones (Cisco IPT), PC's, printers, laptops, monitors/projector units in person, remotely and/or by phone
- Assist with physical PC workstation moves (PC's, monitors, phones, etc.)
- Assist with training and mentorship of Level I Technicians
- Manage and complete assigned incidents, requests, problems and projects in a timely manner
- Travel as required to fulfill onsite support and/or Merger & Acquisition activities
- Work schedule rotation for periodic on-call and after-hours support
- Perform other duties and projects as assigned and/or directed
Required Skills & Experience
- 5+ years' knowledge or work experience in an IT or computer related environment
- Working knowledge of basic hardware such as laptops, desktop computers, printers, etc
- A team player who is professional and focused on providing exemplary customer service
- Ability to articulate and troubleshoot issues over the phone and in person
- 4+ years of hands-on experience as a Service Desk / Call Center Specialist or Technology Technician or related field
- 4+ years' experience providing Customer Service and support via phone or in person
- 4+ years' experience with Windows OS (XP, 7, 10), Microsoft Office applications, Office 365 Services, with fundamental MacOS/Apple iOS/Android experience
- Understanding technical aspects of LAN/WAN networks and VoIP
- Microsoft Certification or completion of Technology related certification 180 days from hire or promotion (MCP, MTA, MCSA, JAMF, Network +, iOS Certified Technician, etc.)
Nice to Have Skills & Experience
- AA or BS in Computer Science or a related field preferred
- CompTIA A+ or Network+, ITIL Foundation Certification desired
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.