We are seeking "IT Extroverts" to join our growing consulting group!
Our mission is to prime our Clients for progress and growth through expert IT consulting.
We are seeking a qualified, experienced
Support Services Representative
to join our team. Our Support Services Representative provides support to our client base via our Help Desk function. You coordinate user requests, perform light duty diagnostic work, and track department metrics. You also provide project and documentation support in line with department initiatives, company policy, and industry standards. Daily use of our ticketing system and monitoring platform is required.
Requirements:
Education & Experience
Associate's Degree (Bachelor's Degree in Computer Science, Information Systems or closely related field preferred)
2+ years' experience in a Level 1 or Level 2 Support / Help Desk role (providing end user support in a corporate setting)
Technical Skills
Admin and maintenance of Windows workstations and Office 365 platforms
Uses a ticketing system effectively
Uses Microsoft Office Suite effectively
Other Skills & Qualifications
Demonstrates professionalism in all aspects, particularly in relation to our Core Values:
Loyalty, Honesty, Hard Work, and Innovation
Excellent analytical reasoning skills
Exceptional Client relationship management skills
Able to explain benefits of technical solutions and services to both technical and non-technical individuals
Takes initiative to resolve issues
Able to create effective Client-facing and internal process documentation
Exceptional and professional written communication skills, including precise attention to detail (grammar, spelling, punctuation)
Excellent verbal communication skills
Able to lift 50 pounds unassisted.
Valid driver's license and proof of insurance.
Screening
Criminal background check (Federal, National, Local)
Valued Skills & Qualifications
(not required)
Azure / AAD experience
Azure certification
Office 365 certification
Windows Server
Microsoft Exchange
N-Able / Solarwinds and its subservices
Autotask
Duties and Responsibilities
75% - Help Desk Support
Manage requests made by users who contact our help desk, via phone or email, and manage their expectations of resolution
Staff the help desk Monday through Friday from 8am to 5pm, and maintain the Support Services ticket queue
Coordinate with Director of Support Services, Team Leads, and rest of department regarding queue and status of tickets
Adhere to ticket support and client communication protocol
Ad hoc involvement in document creation and project support, as requested by Management
15% - Process Improvement
Partner with other department members to innovate upon metrics, support, reporting, and technical processes
10% - Professional Development
Participate in Company-sponsored development activities and training to further develop your professional skills.
Ongoing growth and development of your technical skills in line with the Company's technology formula to implement the most effective solutions for our Clients.
We proudly offer a competitive benefits package (including BCBS health plans with HRA options, Guardian dental/vision/life plans, 401(k), and dog/cat care discount program), as well as personalized planning strategies to enhance your career path with our growing organization .
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