IT Service Desk Support Technician - Hybrid

SUMMARY

Provide responsive, thorough, and personable technical assistance to internal customers. Support all end user hardware, software, peripherals, and enterprise applications. Respond to service tickets for assistance with basic technical issues and work with customers to solve them in a timely manner.

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.

• Take ownership of each assigned ticket through closure.

• Perform remote troubleshooting through effective diagnostic techniques and asking pertinent questions while walking the customer through problem-solving as a collaborative process.

• Determine the best solution each issue, leveraging details provided by the customer, troubleshooting, review of knowledgebase, and experience of support staff.

• Direct unresolved issues to the next level of support personnel after fully updating the service ticket with all details.

• Provide accurate information on IT products or services and make recommendations that would enhance our customer service.

• Guide customer through features and functionalities of enterprise software and multifunction authentication.

• Provide “white glove” service for all onboarding/new hire and C-level tickets through closure, ensuring that each user is fully functional and able to support their daily routines.

• Meet all existing customer service level agreements (SLAs), follow-up with the customer to provide status updates, and confirm that their issue was satisfactorily addressed their issues.

• Record events, problems, and resolutions in rough draft for inclusion in the knowledgebase.

• Pass on any feedback or suggestions by customers to the appropriate internal team.

• Identify and suggest possible improvements for customer service processes and procedures.

• Seek and participate in personal and professional development opportunities to maintain a detailed knowledge of industry standards, best practices, and business needs.

• Maintain regular and punctual attendance.

• Other duties as assigned.

None.

• Associate degree or a minimum of two (2) years of college with a concentration in information technology, management information systems or computer science preferred.

• In lieu of degree, four (4+) plus years of relevant experience.

• Two (2) + years of documented industry experience.

• Effective troubleshooting and problem-solving skills.

• Experienced in Windows 10/11 and Mac/iOS, M365 Office and other common desktop applications, multifactor authentication.

• Experience support iPhone and Android cell phones.

• Experience with an IT support desk ticketing system.

• Must be able to read, write, and speak fluent English.

• Must obtain and maintain any necessary security access and/or background checks. (U.S. citizenship required)

• Effective written and verbal communication skills.

• Experienced, critical thinking troubleshooter who can put out fires under pressure when workload increases.

• Has knowledge of a variety of modern software applications and the versatility to learn new tools.

• Self-starter who is comfortable working with various skill sets, developers, system, and security engineers.

• Upbeat and passionate about providing highly effective customer service.

• Organized and efficient with ability to assist others as needed.

• Professional certification(s).

Full-Time. May be required to work additional hours as needed to complete assignments or projects, or flex hours to cover west-coast time zone.

The expected travel time is less than 25%.

Must have or be able to attain a valid state driver’s license and be insurable on the company’s automobile insurance policy. Driving, with or without accommodation, may be required when traveling for training and/or short occasional amounts of local driving. The expected driving time is less than 25%.

Work is primarily performed in a professional office setting, including the normal office equipment (e.g., computer, fax machines, copier) and with a wide variety of people in differing functions, personalities, and…