We provide IT services and solutions to local area businesses by leveraging the partnerships we have developed with other recognized technology leaders like Dell, Microsoft, Cisco and more.
The ideal candidate will possess good customer service skills, desktop support experience and system administration experience. The individual will interface with end users for troubleshooting and repair and will be responsible to ensure systems are backed up, maintained, and secure. This position will also include network connectivity troubleshooting and telephone support.
General
Assist incoming support requests
Escalate tickets if further troubleshooting is needed
Document issues and resolution steps performed
Answer technical support phone calls
Perform project work as needed
Ability to learn quickly and adapt to changing requirements
Familiarity with using Active Directory to manage users and systems
Prior experience using a formalized ticketing system to track issues and requests is beneficial
Basic Networking skills and ability to troubleshoot common network issues
Driven to learn and stay current in an ever-changing technical landscape
Ability to listen, read, and understand information, ideas, and issues presented through oral and written communication
Ability to communicate efficiently and effectively both verbally and through writing
Self-starter with deep problem-solving skills, enjoys puzzles
Customer Services oriented mindset
Able to prioritize and thrive in stressful situations
Professional Development
Develop personal skills to efficiently and effectively work individually and as a member of the Technical Services team
Participate in company-sponsored job-related activities and training to further develop your technical skills
Participates in ongoing training and attainment of certifications
To perform the job successfully, an individual should demonstrate the following competencies:
Business Ethics – Treats people with respect, keeps commitments, inspires the trust of others, works with integrity and ethically, and upholds organizational values.
Communications – Expresses thoughts clearly in written form, articulates verbal thoughts understandably, demonstrates active listening skills, comprehends information heard, uses appropriate communication methods, and keeps others informed.
Conflict Resolution – Maintains calm under pressure, encourages respectful dialogue, confronts difficult situations without bias, acts within realistic timeframe for resolution, and resolves conflicts through fair negotiation.
Consistency – Follows through as promised, confirms people know each other’s expectations, arrives to and completes meetings on time, meets with direct reports in-person regularly, and changes decisions rarely.
Managing Multiple Priorities – Manages multiple commitments and/or projects, plans and utilizes time efficiently, responds to changing customer needs, resolves conflicts to deliver on schedule, and completes work in order of customer priorities.
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Functional
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