It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Primary Responsibilities:
- First Point of Service Excellence: Provide exceptional first-level technical support to our work-at-home workforce, addressing hardware, software, and network connectivity issues in real-time.
- Remote Assistance Mastery: Utilize various remote tools, web meetings, email, service desk tickets, and instant messaging to deliver prompt and effective solutions to end-users.
- Closure Rate Optimization: Achieve a high closure rate for first-level support by leveraging a diverse set of remote software tools to troubleshoot and resolve technical issues.
- Thorough Documentation: Document all resolutions and escalations meticulously within our internal ticketing system to ensure a comprehensive and organized record of IT support activities.
- Hardware Configuration and Troubleshooting: Configure and troubleshoot a range of devices, including computers, thin clients, Mac computers, and peripherals necessary for our work-at-home operations.
- Procedural Adherence and Continuous Improvement: Follow established procedures while occasionally exercising sound judgment. Contribute to the development of new standard operating procedures as we acquire new technologies, with a focus on meticulous task documentation.
- Process Enhancement: Improve existing processes by evaluating objectives, reviewing proposed changes, and making recommendations to enhance efficiency and effectiveness.
- Information Security Compliance: Reinforce information security compliance across all IT support activities.
Education:
- High School Diploma (College education preferred)
Certifications (a plus):
- Network+
- Virtualization tools knowledge.
- VMWare.
- GCP.
- Apple Device Support.
Knowledge/Skills:
- 2+ years of work experience in a fast-paced IT desktop support role; BPO experience is preferred.
- Proficiency in Windows Operating Systems and Microsoft Office 365.
- Proficiency in Mac OS Operating System and software products.
- Proficiency with computer hardware, thin client hardware, software, VPN, and remote computer tools.
- Thorough documentation of all technical interactions and resolutions is required to ensure comprehensive tracking of IT support activities.
- VMware knowledge.
- Knowledge of Windows Active Directory.
- MFA knowledge in configuring and managing end-users.
- Excellent written and verbal communication skills with the ability to interact with non-tech users.
- Flexibility to work evening and weekend hours when needed.
- Ability to learn and understand new and potentially complex products.
- Strong problem-solving skills.
- Demonstrates honesty, integrity, and teamwork.
- Adaptable to change and able to work under pressure.
- Good time management skills and ability to multitask.
- Maintains high standards of ethical and professional conduct.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!