Job Title: Service Desk/Technology Solution Center Support Specialist
About Us:
We are a Level 1/1.5 support team within the Service Desk/Technology Solution Center. Our team handles customer interactions through phone calls, live chats, and walk-ins, providing timely first-level resolutions for incidents and requests whenever possible. We are seeking a results-driven, critical thinker with strong problem-solving abilities. This role is fully on-site, requiring presence at our location 5 days a week, Monday through Friday, 7 AM - 6 PM (excluding company holidays).
Your Impact:
In this role, you will thrive in a fast-paced environment, delivering high-quality technical support and customer service to end users. You will play a key part in ensuring customer satisfaction by resolving technical issues efficiently, communicating effectively, and advocating for users' needs within the enterprise operations and technology organization.
Key Responsibilities:
- Provide Level 1/1.5 support to internal customers via phone, live chat, walk-ins, and self-service requests.
- Respond to technology issues and requests with a strong customer-service mindset, ensuring timely and courteous resolutions.
- Act as an advocate for end users, helping them receive high-quality and timely technical support.
- Effectively communicate technical solutions and updates to customers in a clear and professional manner.
- Support desktop hardware, software, and enterprise applications while consistently delivering a positive customer experience.
Qualifications:
- 1+ years of experience supporting end users in an enterprise environment.
- 1+ years of experience in desktop support and enterprise application troubleshooting.
- Strong knowledge of Microsoft Office 365 and IT Service Management tools (ServiceNow preferred).
- Proficiency with software and systems including:
- Windows 10/11, Active Directory, RSA Authentication Manager, Cisco AnyConnect, PingID, GlobalProtect, VMware
- Internet browsers: Edge, Firefox, Chrome
- Multifunctional printers and Virtual Desktop Infrastructure (VDI).
- Experience troubleshooting hardware such as desktops, laptops, mobile devices (smartphones, tablets), and wireless equipment.
- Ability to quickly learn and adapt to new technologies and applications.
- Typing speed of 50+ words per minute.
Keys to Success in This Role:
- Strong analytical and problem-solving skills with a creative, solutions-oriented approach.
- Accountability and ownership of work, with the ability to work both independently and collaboratively within a team.
- A positive attitude and eagerness to assist customers and team members.
- Ability to deliver prompt, high-quality customer service in a fast-paced, evolving environment.
- Exceptional verbal, written, and interpersonal communication skills.
- Effective time management and multitasking abilities.
- A team-first mindset, coupled with strong listening skills and professional phone etiquette.
We are an Equal Opportunity Employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity, national origin, disability, or veteran status. We value diverse perspectives and actively seek to create an inclusive environment that celebrates the unique qualities of all employees.