IT Service Support Technician

Prescott, AZ
Full Time
Managed Services
Experienced
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:
  • 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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