What are the responsibilities and job description for the IT Service Support Technician position at Excellere IT Solutions, LLC?
Description:
Location: Tampa, FL
About Us: Excellere IT Services is a leading provider of IT Managed Services and Products. We are committed to delivering cutting-edge solutions that empower businesses to optimize their IT infrastructure and enhance overall operational efficiency.
Job Description: The IT Service Support Technician will work as a member of the Service Team. The primary responsibilities are as follows:
- Answering and handling large amounts of Tier I/II IT Support Desk call volume
- Onsite/Offsite customer support facilitating service desk and end user needs.
- Assist with imaging and deployment workstation efforts.
- Perform & document asset and inventory tracking initiatives.
- Manage ticket escalation from the Level I service desk.
- Provide a high level of service excellence to end customers.
- Obtain technical certifications for company partnership requirements.
- Work on Professional Services Automation ‘PSA’ (ConnectWise) improvements and automations:
- Assist with Ticket administration
- Assist with Ticket standardizations
- Research, develop, and test PSA automations
- Handle and support Tier I Service Desk requests, including but not limited to:
- Password resets
- Windows 10/11 OS issues
- Office suite issues (Outlook, Word, PowerPoint, Excel, SharePoint, etc.)
- Mobile device (Android/Apple) issues
- Manage customer inventory, as well as shipping/receiving in conjunction with on-site resources
- Develop technical documentation for customer executives and technical teams
- Deliver technical services to customers in need of complex IT technical troubleshooting
- Administer, document and close out customer tickets through ticketing system
- Obtain technical certifications for Company partnership requirements
- Study and evaluate new technologies for both internal and customer facing solutions
- Assist with internal Company IT needs
- 3-5 years experience in a high volume support desk environment
- Ability to sit/stand on the phone for extended periods of time
- Ability to follow instructions and work independently
- Excellent communication and documentation
- Work as a team player focused on service excellence
- Willingness for continual professional development