Job description

POSITION

We are currently seeking a professional, knowledgeable, client satisfaction-driven IT Support Specialist to provide remote and on-site technical support services for a variety of small to mid-sized businesses.

The IT Support Specialist (IT Tech) is responsible for providing technical guidance in activities associated with the identification, prioritization, escalation and resolution of client issues by phone, email, and onsite visits.

ESSENTIAL POSITION FUNCTIONS

Principal Accountabilities

• Responding to incoming service desk inquiries promptly, politely and professionally.
• Quickly prioritizing and responding to all client calls and emails, identifying problems and providing expedient technical assistance for all computer and phone related issues through remote and onsite support techniques.
• Escalating any client complaints and/or dissatisfactions that are not fully resolved to the manager.
• Monitoring progress with customer to ensure all issues are addressed and resolved.
• Providing feedback to all relevant parties.
• Relaying and documenting relevant information regarding issue resolution while solving or escalating customer Issues.
• Suggesting improvements, upgrades or other appropriate service offerings to the benefit of the customer
• Working cohesively with regional teams to ensure issue resolutions …
• Influencing a positive work environment that fosters team performance through own work and behavior.

Position Specific Competencies

• Ability to deal courteously and communicate effectively with clients and team members, supplying general information and direction in a clear, concise manner.
• Ability to involve internal and external resources to provide issue resolution
• Work under stress to meet schedule deadlines. Ability to execute on the day to day tasks necessary to achieve outlined objectives
• Ability to prioritize issues and communicate when and how issue resolution is scheduled to take place
• Experience or knowledge of the use of IT and the positive impact of technology in business.
• Committed to ensuring process adherence and suggesting improvements to processes
• Proven problem solving, conceptual thinking, and analytical abilities

EXPERIENCE AND EDUCATION

Required

• Age: 21 years or older
• Clean driving record
• Experience with process adherence and suggesting improvements to processes.
• Excellent verbal and written professional communication skills (including strong conceptual writing skills) are required to work effectively with team and clients.
• Professional background will ideally include work experience working for an information technology consulting or services firm, servicing clients remotely with Microsoft platform and applications, desktops, servers, hardware and end-user application troubleshooting and escalations.
• Demonstrated passion for excellence and for providing unparalleled service to all levels of end-users including executives and field personnel, and delivering solutions to meet their needs.
• Proven problem solving, conceptual thinking, and analytical abilities

In addition to having a high level of competency in the technical requirements listed above, IT Support Specialist will need to display professionalism in all of the following areas:

• Ability to perform work requiring lifting and/or physical exertion may be required
• Ability to establish and maintain cooperative working relationships
• Strong organizational and time management skills
• Available to provide after-hours support and participate in an "on call" weekly rotation
• Available to travel on a limited basis
• Ability to work efficiently and effectively in stressful environment

Salary depends on experience.

Job Type: Full-time

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Work Location: In person

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• Paid time off
• Retirement plan

Experience level:

• 1 year
• 2 years
• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person