The company is a Premium IT service company. The company is located in Kaysville, UT providing network support and hardware sales to customers across Utah. They provide sales and support to the healthcare companies primarily.
Primary Responsibilities:
Support position with remote and direct interaction
Respond to customer inquiries in a courteous and professional manner
Create, document, and escalate issues and problems using the company's ticketing system.
Monitor assigned tickets and tasks and provide service or escalation as necessary
Provide support for escalated service desk tickets following established protocols
Provide desktop, server and network support (including administering and maintaining end-user accounts, password resets/unlocks, and email setup and support)
Deliver technical customer support over the phone and in person, understands support processes
Perform remote and onsite scheduled maintenance
Accurately enter and maintain case information including notes and resolution
Adhere to departmental policies for reporting and managing requests and change control
Other duties as required
Work effectively with cross-functional teams to include Sales, Product, Engineering, Operations, etc.
Serve as a customer advocate to ensure that issues resolve quickly and efficiently.
Technical Skills
Must have strong phone and interpersonal skills
Strong understanding of available tools to assist in daily tasks
Remote Access Tools and software experience like Bomgar, goto assist, and Zoom
Basic understanding of DNS, Firewalls, DHCP
In-depth knowledge of workstation/server hardware and software troubleshooting abilities
Working knowledge of computer equipment; general understanding of storage solutions
Extremely knowledgeable in troubleshooting and resolving workstation-based software issues with:
Microsoft Windows 10
Microsoft Office 365* Domain and workgroup environments
Knowledge and understanding of AD, DNS, the Internet, and mail flow
Have experience with Firewalls and having experience with Fortinet is a Plus
Soft Skills:
Strong written and excellent verbal communication skills
Pleasant and professional demeanor in all client and internal communications
Ability to multitask and work in a remote position
Intellectually resourceful with sound judgment and effective decision-making abilities
Independent worker and able to work effectively on daily tasks without direct supervision
Strong organization skills and ability to operate efficiently throughout daily tasks
In general, owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate
Interacts and communicates with clients at all levels, from executive to IT to end-user
Operates as a clients advocate
Energy, enthusiasm and results-oriented
Education and Experience:
Associates Degree in Computer Science a plus
2+ years of relevant experience in supporting computers or providing corporate helpdesk support
Additional Requirements:
Valid driver’s license and reliable personal vehicle
Job Type: Full-time
Experience: Minimum 2 + years with a company
Please submit your resume in MS Word or PDF format