What are the responsibilities and job description for the Service Desk Technician position at Stratix Systems?
Job Description
Service Desk Technician
Our Level I Service Desk Technician is responsible for resolving incoming requests for technical assistance on standard commercial and proprietary computer applications. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements in the Service Desk Technician role. Consistent customer care, quality standards, and reporting requirements are core competencies of the position.
DUTIES AND RESPONSIBILITIES include but are not limited to:
Call Handling
Typically 40 hours per week, 8:00am - 5:00pm, Monday through Friday. However, because this role is client focused hours, will vary based on the client need to include evenings or weekends. As a non-exempt employees, overtime is paid at one and one-half times rate for hours worked in excess of 40 per week.
Stratix is an equal-opportunity employer. For more information, please visit our website at www.stratixsystems.com
Company Description
Stratix Systems is a leading office technology and managed services provider that focuses on the unique computing, networking, document management, and printing needs of business of all size and industry. Our award-winning equipment, solutions, and services have made Stratix Systems the partner-of-choice for organizations seeking the best of both worlds, a single-source vendor with the presence and responsiveness of a local company, backed by the strength and resources of the world's foremost technology leaders.
Stratix Systems is a leading office technology and managed services provider that focuses on the unique computing, networking, document management, and printing needs of business of all size and industry. Our award-winning equipment, solutions, and services have made Stratix Systems the partner-of-choice for organizations seeking the best of both worlds, a single-source vendor with the presence and responsiveness of a local company, backed by the strength and resources of the world's foremost technology leaders.
Service Desk Technician
- Paid Certifications
- Performance based quarterly incentives.
Our Level I Service Desk Technician is responsible for resolving incoming requests for technical assistance on standard commercial and proprietary computer applications. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements in the Service Desk Technician role. Consistent customer care, quality standards, and reporting requirements are core competencies of the position.
DUTIES AND RESPONSIBILITIES include but are not limited to:
Call Handling
- Provide comprehensive remote technical support services to Stratix clients
- Work within Key Performance Indicators, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
- Take all steps to troubleshoot issues reported. Resolve issue or escalate appropriately.
- Take all necessary steps to ensure customer satisfaction throughout the call
- Create and submit detailed call logs documenting customer interactions in ConnectWise. Accuracy, thoroughness, and timeliness are key call logging components
- Confirm and update customer profile information as needed
- Follow all documented escalation procedures, including hand off times, for issues requiring intervention/escalation
- Promptly notify management of any potentially “dissatisfied” customers
- Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.
- Proactively seek and possess business acumen for all clients supported
- Maintain technical proficiency in all applications utilized by clients supported
- Organize and utilize all support resources provided
- Display a wide degree of creativity and latitude; Think independently and ‘outside the box’ for solutions; use familiarity with a variety of concepts, practices, and procedures; rely on varied yet sometimes limited experience and your own sound judgment to accomplish goals and perform a variety of tasks.
- Perform customer support related tasks and special projects as assigned by management
- Liaise as necessary interdepartmentally to seek resolutions to all issues reported
- Participate in client events, as appropriate (resource on site, client training, etc.)
- Other duties as assigned
- Technical knowledge
- Excellent verbal and written communication skills
- Excellent customer service skills
- Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
- Two-year college degree in computer science or information systems or Technical School, with up to two years related experience; or equivalent combination of education and experience is desired.
- Strong personal computer skills including electronic mail, record keeping, and internet applications such as Microsoft Office Suite are required.
- Professional certifications such as those offered by Microsoft, Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications would be ideal
- A and Network certifications a huge plus
- Must possess ability to continue to obtain relevant certifications and licenses
Typically 40 hours per week, 8:00am - 5:00pm, Monday through Friday. However, because this role is client focused hours, will vary based on the client need to include evenings or weekends. As a non-exempt employees, overtime is paid at one and one-half times rate for hours worked in excess of 40 per week.
Stratix is an equal-opportunity employer. For more information, please visit our website at www.stratixsystems.com
Company Description
Stratix Systems is a leading office technology and managed services provider that focuses on the unique computing, networking, document management, and printing needs of business of all size and industry. Our award-winning equipment, solutions, and services have made Stratix Systems the partner-of-choice for organizations seeking the best of both worlds, a single-source vendor with the presence and responsiveness of a local company, backed by the strength and resources of the world's foremost technology leaders.
Stratix Systems is a leading office technology and managed services provider that focuses on the unique computing, networking, document management, and printing needs of business of all size and industry. Our award-winning equipment, solutions, and services have made Stratix Systems the partner-of-choice for organizations seeking the best of both worlds, a single-source vendor with the presence and responsiveness of a local company, backed by the strength and resources of the world's foremost technology leaders.