The IT Support Specialist is responsible for delivering end-to-end support in accordance with IT service level agreements. Responsible for diagnosing and troubleshooting IT service desk requests providing support services to local and remote team members with technical problems relating to browser/web, smartphones, iPads, email, desktop/laptop, five9, and VPN issues. Installs configures and troubleshoots hardware including laptops, workstations, netbooks, printers, VoIP phones, iPads, video conference units, and mobile devices. Application Deadline March 16, 2022 Department IT Employment Type Full Time Location Phoenix, AZ ** Essential Duties and Responsibilities**

* Manage and resolve client & customer IT concerns within established timeframes via SFDC

* Assist in developing service strategy to mitigate software, hardware, and networking issues

* Assist in onboarding New Hires and continue to refine the Onboarding process to improve the experience for New Hires

* Troubleshoot and resolve IT issues via phone, web, and in-person channels

* Partner with IT and business personnel to discuss the impact of incidents on products and services

* Develop business support standards, processes and procedures, and guidelines for incident management

* Evaluate trade-offs between issues using value, impact, and risk criteria

* Proactively learn and train other staff members on new product and service technologies

* Setup and perform daily tasks to include testing of equipment in the office building, perform Audio/Visual management and have a keen sense of organization and cleanliness

* Maintains tracking of all equipment and supplies for all operational departments.

**Key Success Metrics**

* Established key performance indicators (KPIs) are being met each month

Total cases resolved

Completion of projects assigned

** Skills Knowledge and Expertise**

* Bachelor's degree or equivalent experience

* Experience with incident troubleshooting and escalation is helpful

* Physical requirement: Must be able to set up desks and move desktop/server equipment consisting of 30 pounds or more at times

* Software skills on various packages Microsoft suite is a must.

* Strong organizational skills in a high-volume environment and the ability to think strategically

* Ability to plan, organize and prioritize multiple tasks and meet conflicting deadlines

* Experience working with Excel and Salesforce

* 1-3 Years in IT or Helpdesk support

**Core Competencies and Attributes**

* Self-starter with a drive to excel and exceed expectations while working with minimal direction

* Function with high integrity, taking ownership and accountability of all projects and tasks

* Strong organizational skills and the ability to think strategically

* Strong verbal and written communication skills.

* Ability to thrive in a startup environment where hard work, focus, and energy are rewarded

* Embrace change as a form of learning, be excited about new processes, and eager to implement and suggest changes

* Ability to build constructive and effective relationships; ability to use diplomacy and tact in resolving issues, and ability to diffuse even high-tension situations comfortably

** Compensation and Benefits**

* Base Pay

* Generous Benefits Package including medical, dental, vision, 401k and so much more!

** About OmniEngine**

**Unafraid to roll up our sleeves, our human-to-human sales approaches ensure seamless customer journeys and enduring brand relationships.**

* **Inside Sales**Phone Sales Experts connect with customers nationwide through outbound calling or online chat dialogue. Our team asks customers the right questions, listens to their needs, and provides a solution.

* **Customer Support**Qualified and trained Service Representatives ? provide customer and client support through the communication, installation, and implementation of technology and services. We ensure minimum hold times and quick turnarounds from when products and services are ordered to being fully operational.

* **Client Satisfaction**We help create personalized solutions for each client to expand their reach. We consistently go above and beyond to achieve every goal that our clients desire to increase brand awareness.

Application Deadline March 16, 2022 Department IT Employment Type Full Time Location Phoenix, AZ