Service Operations Specialist

Our client is looking for a Service Operations Specialist in Wheeling, West Virginia to provide efficient resolution of technical issues and support to their computer systems. We are seeking candidates that can provide excellent customer service to deescalate issues and take service requests!

Responsibilities:

· Provide comprehensive technical support through phone, email, and using chat.

· Offer hands on support while in the office for walk up inquiries.

· Generate innovative solutions to technical problems and appropriate workarounds so customers can work as efficiently as possible.

· Monitor unassigned incidents, assigning out work, coordinate escalations, monitor calls in queue, ensuring agent availability, keeping abandon rates low, and dealing with critical outages.

· Log all support issues in the IT service management database including accurate descriptions and details work notes.

· Install firm software and provide basic training on how the core applications work.

· Develop and keep up to date documentation on technical configurations.

· Monitor system alerts and proactively address potential issues.

Knowledge, Experience and Education:

· Bachelor's degree or equivalent combination of education and experience.

· Minimum two years' experience troubleshooting computer systems.

· Basic knowledge of Windows and Mac operating systems including Windows server OS.

· Basic understanding of the Microsoft Office Suite, focus on Outlook, Word, Excel, Teams.

· Microsoft Exchange, Azure Active Directory, and Intune administrators.

· Cisco phone and voicemail administrators.

· General proficiency in mobile phone troubleshooting focusing on the Apple iPhone OS.

· Adequate professional writing skills and excellent verbal communication skills.

· Computer hardware repair.

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.

If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com.

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you.

Beacon Hill. Employing the Future™