Arcane Technologies is seeking individuals to assist clients with a variety of technical issues. Candidates will be able to quickly troubleshoot, diagnose and respond to these issues with confidence and politeness.

Successful candidates will possess good technical knowledge, troubleshooting skills, and be able to communicate effectively in non-technical terms. They must also be able to be calm and patient with frustrated end users with a focus on creating value for clients and preserving the company’s reputation and relationships. A basic understanding of business goals and priorities will also prove useful.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Requirements and skills

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office operating systems, productivity software, and remote control
• Solid understanding of networking principles, computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented and cool-tempered

Preferred Competencies & Accreditations

• Associate’s Degree in related field
• Microsoft certification(s)
• A , Network , Security certification
• Mac experience

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• Employee discount
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• IT support: 2 years (Preferred)

License/Certification:

• Microsoft or other IT-related certification (Preferred)

Ability to Relocate:

• Charlottesville, VA 22902: Relocate before starting work (Required)

Work Location: In person