IT Support Services Representative

We are seeking IT Extroverts to join our growing consulting group!

Our mission is to prime our Clients for progress and growth through expert consulting. We specialize in IT Turnaround for distressed IT environments, as well as provide comprehensive MSP/MSSP support. We also offer several other consultative and custom engineering services.

We are seeking a qualified, experienced Support Services Representative to join our team. Our Support Services Representative provides exceptional service and technical support to our client base via our Help Desk function. You triage and troubleshoot user requests. You also provide project and documentation support in line with department initiatives, company policy, and industry standards. Daily use of our ticketing system and monitoring platform is required.

Requirements:

Education & Experience

• Associate s Degree (Bachelor s Degree in Computer Science, Information Systems or closely related field preferred)
• 2+ years experience in a Level 1 or Level 2 Support / Help Desk role (providing end user support in a corporate setting)

Technical Skills

• Admin and maintenance of Windows workstations and M365
• Uses a ticketing system effectively
• Uses Microsoft Office Suite effectively

Other Skills & Qualifications

• Demonstrates professionalism in all aspects, particularly in relation to our Core Values: Loyalty, Honesty, Hard Work, and Innovation
• Excellent analytical reasoning skills
• Exceptional Client relationship management skills
• Able to explain benefits of technical solutions and services to both technical and non-technical individuals
• Takes initiative to resolve issues
• Able to create effective Client-facing and internal process documentation
• Exceptional and professional written communication skills, including precise attention to detail (grammar, spelling, punctuation)
• Excellent verbal communication skills
• Able to lift 50 pounds unassisted.

Screening

• Criminal background check (Federal, National, Local)

Valued Skills & Qualifications (not required)

• Azure / AAD experience
• Azure certification
• Office 365 certification
• N-Able / Solarwinds and its subservices

Duties and Responsibilities

60% - Help Desk Support

• Triage and troubleshoot requests made by users who contact our help desk, via phone or email, and manage their expectations of resolution.
• Provide direct end user support for Windows and hybrid environments.
• Target 90%+ tickets within 4-hour SLA first response.
• Staff the help desk Monday through Friday from 8am to 5pm, and maintain the Support Services ticket queue.
• Coordinate within Team Rep to follow the triage and response process.
• Coordinate within Team Rep regarding queues and statuses of tickets.
• Adhere to ticket support and client communication protocol.
• Ad hoc involvement in document creation and project support, as requested by Management.

30% - Customer Service

• Ensure a positive user experience in all possible cases.
• Leverage Team Leads as an escalation point in situations requiring additional customer service.
• Partner with Team Leads to ensure an understanding of Client temperatures.
• Target 4.90 CSat survey results.

10% - Professional Development

• Strengthen your communication, problem-solving, and crisis management abilities to align with Company goals and key priorities
• Participate in company sponsored job related activities and training to maximize your technical support skills.

Culture: We believe strongly in our four Core Values - Loyalty, Honesty, Hard Work,and Innovation. We believe that bringing together professionals who share these values helps to build a competent and cohesive team. We support one another, we learn from each other, and we work together to create an exceptional client experience. We often have fun doing it, too!

Onboarding: We provide you with direct training from one of our Consultant Team Leads to learn how we use some of our key internal tools. You will be trained on Support department policies and procedures, including education on how our various teams function. You will also be provided the opportunity to shadow our existing Representatives on the help desk before you begin to take calls on your own. And even after that, your team (and the other teams in our organization) will be there to support you with any questions you may have along the way.

Professional Development: We support the pursuit of certifications. We have premium licenses for ITpro.tv (now ACI Learning) that give you access to complete courses to prepare for common certifications. We also provide you with study time, and cover the cost of exam fees for any preapproved certifications. In addition to certifications, we provide shadowing opportunities for exposure to new skills, and often include Representatives in our projects to help grow their knowledge.

Growth Opportunities: We promote internal growth. We support your development so that you can continue to grow your knowledge, experience, and role. We believe in aligning your skills and talents with the needs of the business to create a custom career path. This is one of the reasons we have employees who have been with us for 5, 10, and even 15+ years!

Benefits: We proudly offer a competitive benefits package (including BCBS health plans with HRA options, Sunlife dental/vision/life/STD/LTD plans, critical illness, hospital indemnity, accident, legal plans, 401(k), Lifelock, and dog/cat care discount program), as well as personalized planning strategies to enhance your career path with our growing organization.

We do not provide H-1B visa sponsorship.