What are the responsibilities and job description for the IT Service Desk position at Upskilled Evolution?
Salary : $52k-$65k
IT Support Specialist
The candidate will be involved in all front-line aspects of IT support for clients. The position is responsible for providing Tier-1 support for customers' hardware, software, and network-related problems and questions. They will be responsible for answering customer support phone lines, generating trouble tickets, and working with higher-level technicians and the operations manager to ensure customer problems are addressed and resolved quickly and efficiently. Technical skills and experience are desirable in addition to situational awareness in all aspects of a surrounding tech environment.
- Knowledge & Experience (Preferred)
- At least two years' experience in IT service
- Customer service background
- Ability to use online resources to aid in issue resolution
- Solid experience in Mac and PC support
- Solid grounding in core Microsoft Office applications (Word, Outlook, etc.)
- Strong troubleshooting methodology
- Strong data privacy and security practices
- Interpersonal Skills
- Must be a social team player
- Critical thinking and problem-solving abilities
- Understanding of business organizational goals and objectives
- Superior written and oral communication skills
- Excellent documentation and recording skills
- Ability to present ideas and solutions in user-friendly language
- Ability to prioritize multiple tasks in entrepreneurial environments
- Ability to build and extend both existing and new client relationships
- Enjoy working in a team-oriented, collaborative environment
- What to Expect :
- You will be primarily fielding calls from IT clients at our office in Mendenhall Valley, Juneau. Working with other staff, you will be primarily responsible for resolving client problems as you are able and escalating any issues outside of your technical abilities.
- In General, You Will :
- Receive calls from clients and thoroughly document issues
- Work with the operations manager to dispatch technicians to on-site client locations
- Update and maintain both client-facing and internal documentation
- Research new technologies; provide suggestions for changes and improvements that reduce cost and / or increase productivity and efficiency
- Develop, deploy, and manage IT-related projects as assigned
- Other related duties as assigned by management
We care much more about who you are as a human being than we do about your tech experience and the list of skills on your resume. If you recognize yourself as being a perfect fit for our excellent and highly aware team, please write us a cover letter and describe why you think you'd be a perfect fit with us.
Salary : $52,000 - $65,000
