Triage IT Technician

Overview

· Triage Analyst are the “face” of the company’s support department and are ultimately responsible for the success of a user’s / customer’s overall experience when issues reach past the Triage abilities.

Shift Hours - 5 AM to 2 PM MST

Responsibilities

· Control and manage workload and workflow for T1, T2 and T2 technicians

· Helping provide the quick IT fixes or working with vendors and techs to resolve IT support related issues

· Identify and confirm priority of service requests and set expectations with the user/customer

· Ensure requests are setup to successfully meet SLA expectations

· Maintain communication with users/customers until requests are assigned and being actively worked on by a support technician

· Assist users in resolution using Tier 0 techniques when possible. These ar

· Document detailed information about the service request such as error messages, endpoint specifics, endpoint history and any other special notes pertinent to the issue reported

Daily Tasks

· Ensuring the accuracy and presence of notes, categories and status in the ticket.

· Ensuring the workflow stays constant on tickets that have been escalated to Senior technicians or management.

· Supervising all tickets in Triage.

· Controlling the process of receiving, assigning and completing tickets.

· Staying in contact with clients regarding a ticket’s progress and notifying them of impending changes.

· Be able to advise customers waiting for tickets to be worked on the different Tier 0 Techniques if possible

· Staying updated on the progress of resolving the tickets and keeping the number of open tickets as low as possible.

· Ensuring ticket checklists are being followed.

· Holding technicians accountable to the company standards.

· Pre-processing service requests as they arrive through email, phone or VSA agent submission.

· Ensuring prompt time entries on support tickets.

· Ensuring fast turnaround of client requests.

· Working in a team and communicating effectively.

· Assisting with administrative tasks as needed.

Training / Knowledge / Capabilities Needed

· Effective Communication skills – Written & Oral

· Customer Service

· Data Entry

· Multitasking

· Technical proficiency with AutoTask

· Continually update knowledge of Tier 0 Articles, Web Sources, E-Manuals, FAQ’s & Search Functions and be able to access such knowledge and be able to communicate such knowledge to customers & other technicians

· Ability to troubleshoot and help users with simple quick computer fixes or call with software system venders.

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Compensation Package:

• Quarterly bonus

Schedule:

• 8 hour shift

Experience:

• Customer Support: 1 year (Preferred)
• IT support: 1 year (Preferred)

Ability to Commute:

• Springville, UT 84663 (Required)

Ability to Relocate:

• Springville, UT 84663: Relocate before starting work (Preferred)

Work Location: In person

Salary : $18 - $23