Description

• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Respond to customer queries by phone and email
• Create step-by-step training material with screenshots for clients
• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
• Document internal procedures
• Maintain daily performance of computer systems
• Ask educated questions and listen to customers to determine root cause of issues
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Run diagnostic problems to resolve problems
• Clean up computers
• Train incoming staff
• Report significant and recurring issues to the tier-2 support team
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting
• Maintains quality service by following organization standards.
• Maintains technical knowledge by attending educational workshops, reviewing publications.
• Contributes to team effort by accomplishing related results as needed.

You’ll sweep us off our feet if you:

• Good understanding of the organization’s goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail

What you’ll need:

• Bachelor’s degree in Computer Science, Information Systems, or equivalent education or work experience
• 4 years of prior relevant experience
• Hold Information Technology certifications (A , Network , or equivalent)
• Physical requirements and working conditions:Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carryequipment weighing up to 40 pounds; vision to read printed materials and a computer screen, and hearing and speech to communicate in person and over the telephone.

• Medical, Dental, Vision, and Prescription Drug Insurance
• Company-Paid Life Insurance
• Disability Insurance
• Paid Family Leave
• Flexible Spending Account (FSA)
• Wellness Programs and Incentives
• 401(k) Retirement Plan & Company Match
• Paid Time Off – Sick & Vacation Time
• Paid Holidays
• Hybrid Work Schedule!
• Cool Open-Office Concept