Job Description

About ITS:

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

The Associate Technician, Managed Services provides initial, tier one technical support to customers remotely via inbound calls, email, and video calling by handling inquiries and troubleshooting basic technical product related issues. The ideal candidate is a dedicated, relentless problem solver who gathers information to identify and assess the nature of the problem based on the identified response catalogue. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Requirements

Responsibilities:

• Assist in monitoring and troubleshooting incidents based on established documentation to identify the nature and resolution of problems and perform incident escalation as needed.
• Responsible for routing incoming requests, incidents, or changes to the appropriate resolver groups if unable to troubleshoot the incident based on the established list of responsibilities.
• Must have excellent troubleshooting skills, be able to triage a customer's issue based on the response catalogue, getting to the root of the problem in a timely matter and document issue(s).
• Provide hardware/software support, documentation, support logs and other related information throughout the troubleshooting process.
• Adhere to response catalogue and established team processes and ensure consistent services across all tickets and issues.
• Communicate processes step by step with customers over the phone, and at times in person, to troubleshoot technical concerns.
• Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution.
• Provide support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
• Communicate processes step by step with customers over the phone, and at times in person, to troubleshoot technical concerns.
• Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution

Experience

Knowledge, Skills, and Abilities:

• Strong oral and written communication skills
• Effective time management and multi-tasking skills
• Maintains the ability to stay organized and be detail-oriented
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
• Knowledge of remote management tools
• Ability to lift at least 50 pounds
• Ability to troubleshoot and configure workstations and hardware such as: printers, laptops, etc

Experience:

• A minimum of one years' work experience in a professional services position with strong communication and interpersonal skills amongst team members and customers
• Preferred experience of 6 months working in a call center environment
• Associate’s degree in a related discipline or equivalence of professional work
• Experience with Office 365 and Microsoft's Software/Applications: Excel, Outlook, Word, Teams
• Experience with any of the following systems: ConnectWise, Solarwinds, Cisco
• Experience with Mac OS
• Understanding of SharePoint, OneDrive

Certificates, Licenses, Registrations:

• None

Compensation Package

ITS offers a full benefits package, including:

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.