Job Description

• Serve as the first point of contact for clients seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by clients
• Walk the client through the problem-solving process
• Provide accurate information on IT products or services
• Record events and problems and the resolution in ticketing system
• Follow-up and update client status and information
• Escalate unresolved issues to the appropriate internal team
• Other Responsibilities as assigned by management

• High school diploma or GED equivalent required
• Ability to pay attention to details
• Written and oral communication skills
• Ability to prioritize and execute tasks in a fast-paced environment
• Willingness to take on new challenges and build on current skills
• Analytical and conceptual thinking skills
• Ability to multi-task and be a self-starter
• Ability to check all technical material for consistency and accuracy
• Ability to work up to 29 hours per week

• Committed to Client Success: Our actions and our words always align with the best interest of the client.
• One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to find innovative solutions.
• Integrity: We are unquestionably committed to doing the right thing even when it is hard.
• Accountability: We hold ourselves and each other accountable for keeping our commitments to our clients, our communities, and one another.
• Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust.