IT Call Center Technician

CMIT is looking for a customer-focused IT Call Center Technician (FRT) to join our team. The successful candidate will be comfortable working in a managed service provider (MSP) environment to serve as the first point of contact for clients seeking technical assistance. The candidate must be able to recognize, troubleshoot and resolve client issues. The individual is responsible for creative problem solving and identifying client up-sell opportunities.

Schedule:

1st shift and 2nd shift available - Tuesday-Saturday

Work from home available for 2nd shift after minimum of 90-day training program.

Responsibilities:

• Serve as the first point of contact for clients seeking technical assistance over the phone or email.
• Resolve customer issues within the 15-minute timeframe or escalate for the resolution to the Help Desk.
• Collaborate with co-workers to diagnose and resolve problems.
• Offer technical assistance on configuration, set up, maintenance, and troubleshooting computer systems, hardware, and software.
  • Active Directory Domain User
    • Create new accounts
    • Password resets
    • Unlock locked accounts
    • Disable accounts
    • Security group membership
  • Email Accounts
    • Configure outlook profiles
    • Create new mailboxes
    • Password resets
    • Modify/Delete mailboxes
    • Create/Modify Distribution
    • Smartphone setup
    • Troubleshoot ADSYNC failures
  • End-user Remote Access
    • Setup LMI End-User Remote Access
    • Vendor Management
  • Server & General Troubleshooting
    • NOC Call – Server down alert
    • Printer (Network)
  • Workstation & General Troubleshooting
    • Running cleanup on slow computers
    • Application Updates
• Determine the best solution based on the issue and details provided by the client
• Document tickets in the tracking system, record actions, and follow up on deferred actions
• Keep clients informed of progress and status of tickets throughout the resolution
• Identify and suggest possible improvements on any and all internal or external procedures
• Maintain industry expertise by learning new and evolving technologies and by attaining desired professional certifications.

Soft Skills:

• Customer Service
• Communication
• Writing
• Problem Solving
• Critical Thinking

Qualification:

• Customer service skills
• Exceptional verbal and written communication/presentation skills
• Excellent listening skills with the ability to ask the relevant question to the client
• Self-motivated and can work individually or as part of a team

Education:

• High School Diploma
• Recommended 6 months to 1 year of experience

• This job description is an overview of the responsibilities for this position. However, responsibilities are subject to change.

CMIT Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you need assistance with our application, please contact the Human Resources Department at 401-385-9966.