IT Support Services Tier 1

Responsibilities

• Create and manage tickets for client partners.
• Assign tickets to the appropriate resources with precision.
• Ensure timely and efficient handling of tickets, maintaining a high level of client satisfaction.
• Prepare technical schedules for our skilled technicians and forecast workload for the upcoming 2 to 3 days.
• Exceptional customer service skills and the ability to collaborate across internal departments.
• Proficient in PC support, active directory, email setup, printer troubleshooting, basic cabling knowledge, and basic networking.
• Adaptability to changing environments and a proactive approach to problem-solving.
• Contact customers with a “Waiting Customer” status to shorten the life cycle of ticket.
• Ensure technicians are following their schedules.
• Be the first response within SLA timeline for all newly created tickets.
• Cookordinate service calls with vendors. Keep updated log of loaned equipment. Facilitate return of warranty parts.
• Compare service timecards and work orders to service schedule.
• Effectively communicate with clients throughout the life cycle of ticket.
• Maintain company and client files according to our policies and procedures.
• Aid in managing Programming queue.
• Submit On-Call time off for techs.

Requirements

• Bachelor’s degree preferred or 2 years of relative experience or combination of education and experience accepted.
• Certifications (two Or More Of The Following Preferred):
• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
• Microsoft Certified: Azure Fundamentals (AZ-900)
• CompTIA A+ / Network + / Security +
• Cisco Certified Support Technician (Cybersecurity and/or Networking)
• Fortinet NSE 1-3

Pay

We offer a competitive compensation and benefits package including BCBS Health, Dental and Vision plans, Short-Term and Long-Term Disability, Life Insurance, Simple IRA plan, paid holidays and PTO.

Schedule

The position is available for a duration of 6 months.