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 IT consulting.

We are seeking a qualified, experienced Support Services Representative to join our team. Our Support Services Representative provides support to our client base via our Help Desk function. You coordinate user requests, perform light duty diagnostic work, and track department metrics. 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 Office 365 platforms
• 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.
• Valid driver’s license and proof of insurance.

Screening

• Criminal background check (Federal, National, Local)

Valued Skills & Qualifications (not required)

• Azure / AAD experience
• Azure certification
• Office 365 certification
• Windows Server
• Microsoft Exchange
• N-Able / Solarwinds and its subservices
• Autotask

Duties and Responsibilities

75% - Help Desk Support

• Manage requests made by users who contact our help desk, via phone or email, and manage their expectations of resolution
• Staff the help desk Monday through Friday from 8am to 5pm, and maintain the Support Services ticket queue
• Coordinate with Director of Support Services, Team Leads, and rest of department regarding queue and status of tickets
• Adhere to ticket support and client communication protocol
• Ad hoc involvement in document creation and project support, as requested by Management

15% - Process Improvement

• Partner with other department members to innovate upon metrics, support, reporting, and technical processes

10% - Professional Development

• Participate in Company-sponsored development activities and training to further develop your professional skills.
• Ongoing growth and development of your technical skills in line with the Company’s technology formula to implement the most effective solutions for our Clients.

We proudly offer a competitive benefits package (including BCBS health plans with HRA options, Guardian dental/vision/life plans, 401(k), 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.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Please briefly describe your experience providing end user support for Windows workstations in a corporate environment.
• Please briefly describe your corporate experience with Office 365.
• Please briefly describe your experience with Microsoft Azure / AAD, if any.
• Please briefly describe your general approach to cybersecurity.
• If you'd like to share your desired compensation range, please do so here. This question is optional.

Experience:

• IT end user support: 2 years (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person