IT Service Support Technician

ExecutechFlagstaff, AZ

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Job Description

The Service Support Technician provides first-level technical support, manages helpdesk tickets, and assists users with hardware, software, and network issues. This role requires strong problem-solving skills, technical knowledge, and a commitment to excellent customer service.

Job Duties:

Monitoring ticketing system
Triage incoming tickets and emails, capturing essential information
Responding to clients in a timely manner
Closing spam/junk mail tickets
Notifying Service Coordinator of escalations
Collaborate with Tier 1, Tier 2 and Tier 3 technicians on escalated customer support requests
Document resolutions and create knowledge base articles
Must provide quality customer service skills in all forms of communication
Recognize and communicate potential issues immediately for rapid resolution.
Realtime tracking of ticket notes
Resolving inbound customer calls and inquiries in a professional and empathetic manner
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
Completing software installations
Establishing good relationships with all departments and colleagues
Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
Striving for one-call resolution of customer issues while communicating appropriate options in a prompt and professional manner

Knowledge, Skills, and/or Abilities Required:

Must be flexible, prioritize workload, able to manage multiple tasks, and have strong attention to detail
Ability to effectively handle stress and pressure consistent with the job duties and industry
Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
Ability to supply accurate time estimates for how long a task will take
Professional, pleasant, and patient in demeanor
Excellent organizational, written, and verbal communication skills are necessary
Is self-motivated and can be self-directed when necessary
Enjoys sharing information, supporting others, and working on a team to achieve team goals
Experience required with Windows operating systems
Knowledge of office equipment (copiers, fax, printers, etc.)
Understanding of support tools, techniques, and how technology is used to supply IT services
Regular attendance and timeliness

Requirements:

Ability to prioritize tasks and adapt to changes quickly
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
Must be able to work with a team and broad user community
Ability to lift and move >50lb
Must pass a background check

Credentials and Experience:

Engineer with a minimum of 1+ year experience
Minimum 1 years’ experience – Windows 10
Minimum 1 years’ experience – Office 365
Minimum 1 years’ experience – Switching, VLAN (Virtual LAN), Routing
Minimum 1 years’ experience – Wireless Networking
Certification in the either of the following is a plus - Network+, A+
Solid dependable engineer, follows directions and maximizes billing opportunities
Consistently receives good client feedback

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