IT Service Support Technician Job at ZipRecruiter in Flagstaff

Job Description:

The 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:

1. Monitoring ticketing system
2. Triage incoming tickets and emails, capturing essential information
3. Responding to clients in a timely manner
4. Closing spam/junk mail tickets
5. Notifying Service Coordinator of escalations
6. Collaborate with Tier 1, Tier 2, and Tier 3 technicians on escalated customer support requests
7. Document resolutions and create knowledge base articles
8. Provide quality customer service skills in all forms of communication
9. Recognize and communicate potential issues immediately for rapid resolution
10. Realtime tracking of ticket notes
11. Resolve inbound customer calls and inquiries professionally and empathetically
12. Install, maintain, and troubleshoot computers, printers, phones, and peripheral equipment
13. Complete software installations
14. Establish good relationships with all departments and colleagues
15. Serve as the first point of contact for technical assistance via phone, chat, and email
16. Strive for one-call resolution of customer issues, communicating options promptly and professionally

Knowledge, Skills, and Abilities Required:

1. Flexibility, workload prioritization, multitasking, and attention to detail
2. Ability to handle stress and pressure effectively
3. Recognize when to seek technical assistance without overburdening team members
4. Provide accurate time estimates for tasks
5. Professional, pleasant, and patient demeanor
6. Excellent organizational, written, and verbal communication skills
7. Self-motivated and self-directed
8. Enjoy sharing information, supporting others, and teamwork
9. Experience with Windows operating systems
10. Knowledge of office equipment (copiers, fax, printers, etc.)
11. Understanding of support tools, techniques, and IT service delivery
12. Regular attendance and punctuality

Requirements:

1. Ability to prioritize tasks and adapt quickly to changes
2. Strong interpersonal skills, including telephony, communication, active listening, and customer care
3. Ability to work collaboratively with a team and broad user community
4. Ability to lift and move objects over 50 lbs
5. Ability to pass a background check

Credentials and Experience:

1. Engineer with at least 1 year of experience
2. Minimum 1 year experience with Windows 10
3. Minimum 1 year experience with Office 365
4. Minimum 1 year experience with Switching, VLAN, Routing
5. Minimum 1 year experience with Wireless Networking
6. Certifications such as Network+ or A+ are a plus
7. Reliable engineer, follows directions, and maximizes billing opportunities
8. Consistently receives positive client feedback

Powered by JazzHR

#J-18808-Ljbffr