[Hiring] IT Service Desk Tier 1 Technical Support @INSPYR Solutions

Role Description

Teammates will utilize bomgar to deliver remote user support services and work with the servicenow ticketing system to address Incidents/Service Requests. This position requires dedication, strong attention to detail, persistence, follow-up, effective utilization of provided resources, and OBSESSIVE customer service.

• Performs basic to intermediate-level troubleshooting:
• Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc.
• Logs, routes, categorizes, escalates Incidents/SRs
• Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• If issue is unknown, request assistance within ITSD Teams chat, then ITSD Manager, then ITSD Director
• Address phone calls on Softphone; logs ticket for user
• Replies to emails, Teams messages
• Self-starter - Accepts/self-assigns cases from the support queue
• Clearly communicate status on incidents, as well as resolutions
• Provide outstanding customer service and satisfaction
• Ability to work in a team and communicate effectively
• Writes/Reviews SOPs

Qualifications

• 3+ years of helpdesk experience troubleshooting
• Technical knowledge of Windows desktop & laptop hardware in a business environment
• Working understanding of computer networking
• Minimum one year of Active Directory support
• Effective planning & organizing skills
• Strong problem-solving efficiency
• Effective communication & documentation skills
• CompTIA A+ certification required
• Microsoft certifications
• 1+ year experience with ticketing systems
• 1+ year of Exchange and/or Office 365 support

Benefits

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• …and much more!