Join our dynamic team as a Service Support Technician, where you'll play a crucial role in delivering exceptional customer service and resolving technical issues. Your responsibilities will include managing service requests, troubleshooting problems, and providing timely solutions to enhance our client's experience. Maintain a minimum of 85.5% availability during working hours while logged into the phone queue, ensuring prompt attendance during designated hours.

Log customer issues and requests accurately, including documenting problems and updating contact information.

Perform initial problem identification and attempt resolution by utilizing knowledge articles; escalate issues to senior team members when necessary.

Monitor and manage incident tracking, ensuring resolutions are achieved within Service Level agreements by documenting all steps taken and promptly informing the responsible parties.

Notify and escalate incidents to the appropriate teams, maintaining clear communication throughout.

Follow up on all incidents to ensure customer satisfaction and resolution.

Adhere to defined processes for documenting and escalating problems using tracking software and databases.

Leverage ongoing training to understand customer systems and business requirements, ensuring compliance with Service Level expectations.

Develop and enhance technical skills related to supported clients for more effective solutions.

Actively pursue opportunities for personal and professional development, welcoming constructive feedback.

Assist in mentoring junior staff while accepting guidance from senior team members.

Perform additional duties as assigned to support team success.

Minimum Qualifications Bachelor's Degree in IT, Computer Science, or a related field preferred.

1-3 years of experience in a service desk or technical support role.

Security Requirement T3/T5 equivalent eligibility.

Certifications Requirement Security+ preferred but not mandatory.

DevSecOps

Cloud platforms (e.g., Azure, AWS, Google)

Job Specific Skills Exceptional customer service skills.

Strong communication and interpersonal abilities.

Independent problem-solving skills using documented knowledge.

Robust analytical skills and technical expertise in: Microsoft Windows Operating Systems

Microsoft Office Suite

Network Connectivity

Print Services

E-Mail and Internet mail systems

Solid understanding of PC functionality and troubleshooting techniques.

Eagerness to learn and develop additional technical skills.

Ability to engage effectively with diverse team members.

Capability to follow processes to achieve desired outcomes.

Aptitude for managing multiple tasks simultaneously.

Composure and professionalism during high-pressure situations.

Skill in liaising with individuals of varying experience levels.

Excellent administrative and organizational capabilities.

Willingness to work overtime and flexible hours as needed.

Compensation Ranges The compensation for this role is competitive and will vary based on several factors, such as location, skill set, education, certifications, client needs, budget considerations, and relevant experience. The pay range for this position is $48.08/hr - $52.88/hr ($100K - $110K). EEO Requirements We are committed to a diverse workforce and do not discriminate on the basis of race, color, religion, sex, disability, age, sexual orientation, gender identity, or national origin. Our hiring processes are conducted fairly and impartially. Physical Requirements The physical demands of this position may include tasks such as light office duties or lifting up to 50 pounds. Reasonable accommodations will be provided to qualified individuals with disabilities. Notice This job description outlines the general nature of the position and is not an exhaustive list of all responsibilities and qualifications associated with the role.