IT Service Support Technician Job at ZipRecruiter in Flagstaff

Job DescriptionJob DescriptionThe Service Support Technician provides first-level technical support, manages helpdesk tickets, and assists users with hardware, software, and network issues. This role requires strong problem-solving skills, technical knowledge, and a commitment to excellent customer service.

Job Duties:

• Monitoring ticketing system
• Triage incoming tickets and emails, capturing essential information
• Responding to clients in a timely manner
• Closing spam/junk mail tickets
• Notifying Service Coordinator of escalations
• Collaborate with Tier 1, Tier 2 and Tier 3 technicians on escalated customer support requests
• Document resolutions and create knowledge base articles
• Must provide quality customer service skills in all forms of communication
• Recognize and communicate potential issues immediately for rapid resolution.
• Realtime tracking of ticket notes
• Resolving inbound customer calls and inquiries in a professional and empathetic manner
• Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
• Completing software installations
• Establishing good relationships with all departments and colleagues
• Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
• Striving for one-call resolution of customer issues while communicating appropriate options in a prompt and professional manner

Knowledge, Skills, and/or Abilities Required:

• Must be flexible, prioritize workload, able to manage multiple tasks, and have strong attention to detail
• Ability to effectively handle stress and pressure consistent with the job duties and industry
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Ability to supply accurate time estimates for how long a task will take
• Professional, pleasant, and patient in demeanor
• Excellent organizational, written, and verbal communication skills are necessary
• Is self-motivated and can be self-directed when necessary
• Enjoys sharing information, supporting others, and working on a team to achieve team goals
• Experience required with Windows operating systems
• Knowledge of office equipment (copiers, fax, printers, etc.)
• Understanding of support tools, techniques, and how technology is used to supply IT services
• Regular attendance and timeliness

Requirements:

• Ability to prioritize tasks and adapt to changes quickly
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
• Must be able to work with a team and broad user community
• Ability to lift and move >50lb
• Must pass a background check

Credentials and Experience:

• Engineer with a minimum of 1+ year experience
• Minimum 1 years’ experience – Windows 10
• Minimum 1 years’ experience – Office 365
• Minimum 1 years’ experience – Switching, VLAN (Virtual LAN), Routing
• Minimum 1 years’ experience – Wireless Networking
• Certification in the either of the following is a plus - Network+, A+
• Solid dependable engineer, follows directions and maximizes billing opportunities
• Consistently receives good client feedback

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