IT Support Specialist - Remote

Overview

This IT Support role provides essential technical assistance to end-users at managed service clients, requiring a strong understanding of troubleshooting and problem-solving.

In Short

• Provide support to end users of managed services clients
• Take direction from the Service Desk Coordinator and manage ticket assignments relative to ticket priority and age
• Follow specific Service Desk Team documented processes and workflows
• Work assigned tickets from triage through completion
• Use our suite of service desk and tools to diagnose and resolve client support issues
• Refer to client technical documentation for information that will help you understand and resolve client technology issues
• Escalate assigned aging tickets to the SDC when assigned tickets cannot be resolved within 1-hour
• Seek assistance from the Team Lead or SDC when stuck
• Document service work and time in our PSA/CRM application
• Provide on-call support based on the on-call schedule/rotation

Requirements

• Strong understanding of troubleshooting and problem-solving
• Proficiency in using service desk tools
• Ability to manage assigned tickets effectively
• Experience with client technical documentation
• Collaborative mindset to work with service delivery teams
• Ability to maintain technical skills required for the role
• Willingness to provide on-site service as necessary
• Participation in team meetings and daily huddles

Benefits

• Opportunity to work in a collaborative environment
• Gain experience in managing service desk operations
• Develop technical skills in IT support
• Participate in team meetings for continuous improvement