What are the responsibilities and job description for the IT Service Desk position at Arco Solutions?
Position Summary
We are seeking a Service Operations Analyst to join our Service Desk team, providing Tier 1 support to our customers. In this role, you will be the first point of contact for technical assistance, handling incoming calls, emails, and support tickets within our ticketing system, primarily Salesforce. While general knowledge of Salesforce is beneficial, it is not required.
This position includes triaging support tickets, guiding owner-members on how to use our software applications, troubleshooting issues, and monitoring key systems such as networking, servers, and daily files. An ITIL certification is a plus, but we are willing to provide training for the right candidate.
Essential Functions
1. Customer Support & Issue Resolution (30%)
o Provide high-quality, courteous customer service via phone, email, portal, and
ticketing system.
o Assist users with software application inquiries and technical troubleshooting.
o Offer solutions, workarounds, and recommendations to resolve issues efficiently.
2. Ticket Management & Documentation (30%)
o Log incidents, problems, and service requests in the ticketing system.
o Perform initial troubleshooting and resolution, ensuring timely responses per
Service Level Agreements (SLAs).
o Maintain detailed and accurate documentation for all support interactions.
3. Escalation & Collaboration (15%)
o Escalate complex issues to the appropriate support teams while ensuring proper
follow-up.
o Work closely with internal teams to improve issue resolution processes.
o Keep knowledge base articles up to date to support efficient troubleshooting.
4. System Monitoring & Maintenance (10%)
o Monitor IT systems, applications, and infrastructure to identify and address
potential issues.
o Follow standard operating procedures to resolve system-related problems.
Other Responsibilities
Assist with internal and external communications related to system status and updates
(5%).
Track SLA performance, identify trends, and generate reports as needed (5%).
Perform other duties as assigned (5%).
Minimum Qualifications
Associate degree in Computer Science, Business, or a related field (or equivalent
experience).
Experience providing customer service via phone, email, or in-person.
Strong problem-solving skills and a passion for customer support.
General knowledge of IT systems, networking, and CRM platforms like Salesforce
(preferred but not required).
Ability to work a full eight-hour shift with regular attendance.
Preferred Qualifications
Familiarity with ITIL best practices (training available if needed).
Experience monitoring system performance and identifying trends.
Job Types: Full-time, Contract, Permanent
Pay: $14.00 - $19.00 per hour
Schedule:
- 8 hour shift
Ability to Commute:
- Wichita, KS 67202 (Required)
Ability to Relocate:
- Wichita, KS 67202: Relocate before starting work (Required)
Work Location: In person
Salary : $14 - $19
