Key Objectives:

Initial point of contact and limited initial technical support for client computer systems and applications to local and remote users. Gathers initial information, investigates and routes users to the appropriate service level for software and hardware problems of computer users in a fast paced, high demand environment.

Standard Requirements

• 1-2 years experience in a professional / corporate environment.

• Some college coursework is preferred but, not necessary. Experience in the IT field is mandatory.

• Strong written and verbal communications skills are required. If you are a person who does NOT like to communicate via telephone and/or email this is not the position for you.

• Strong client service personality, upbeat attitude and strong initiative.  

• Ability to work independently, implement and suggest changes and improvements for best practices.

• Daily and accurate completion of requests and related status follow up.

Primary Requirements

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, escalating more complex problems to appropriate higher level technical staff.

• Enter pertinent resolution information and procedures into internal knowledge base. Diligently maintains knowledge base for assistance and guidance to technicians on related issues.

• Recognize, escalate and schedule field issues to the appropriate technical staff.

• Actively and diligently logs, tracks and confirms completion of calls using ticket tracking system.

• Assists technicians and salespeople with preparation and generation of quotes and related documentation.

• Review and generate client monthly reports with timely creation of alerts and tickets related to any required remedial actions.

• Review and update client custom forms and related site sheets including equipment information as needed and/or as requested.  

• Review and audit monthly technical charge reports with specific attention to related client contract. 

• Assist with miscellaneous tasks as required.  

Compensation Package and Benefits

• Managed 401K / Retirement Plans 

• Complete Health Care Plan and Prescription Plan

• Complete Dental Plan

• Complete Vision Plan

• Paid Personal, Sick, Vacation and National Holidays

• Competitive Salary