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IT Customer Support Specialist

Business Computer Analysts

This is a Full-time position in Spokane, WA posted November 21, 2021.

IT Customer Support

Job Type: Full-time

Number of hires for this role: 1

POSITION STATUS: Non-Exempt Full Time

PURPOSE: The preferred candidate has good customer service skills and a working knowledge of computers/Windows 10, Office 365 with an emphasis on Outlook & Teams.

It is helpful if the candidate has an understating of Synology’s DSM and Microsoft Server operating systems.

This position is responsible for providing primarily remote and/or over the phone user support, documenting procedures and managing incidents to resolution or escalation to a more senior team member.

This role handles the first level support requests that come in from our clients.

They are the first to touch a helpdesk ticket and make sure that the issue is handled, and the client is informed of what to expect every step of the way.

This role is also responsible for keeping current on technologies to provide effective support for the desktop environment.

The Technician will also visit customers on-site, when necessary, for installations, support and problem resolution.

Duties/Responsibilities: The following list of responsibilities is not all inclusive and is subject to change as needed to ensure customer needs are being met.

· Answer phones and document all conversations with accurate notes

· Create detailed service tickets, track time entries during support

· Communicate with customers any updates on service tickets

· Monitor the support email and create service tickets as needed

· Attempt first line support for system and user needs and escalate as needed to advanced Tiers

· Ability to work in a team and communicate effectively

· Onboard new customer PCs using BCA approved software and scripts

· Maintain & Monitor backups of PCs, Servers SaaS, NASs as required

· Working within O365 to provide basic AD support (account generation, password resets, etc.)

· Install and configure of a variety of Line of Business Applications

· Troubleshoot issues including but not limited to email, printing, file access, authentication, etc…

· Maintain and organize the technician workbench

· Maintain the office workspace (trash removal, carboard recycling, equipment recycling)

· Other technician “bench” work as assigned

· Receive packages and route appropriately

· Be available for on call shifts, night & weekend network/system installations

· When on-site at customer locations, this technician will assist with system installations and multi-technician projects.

Requirements: The following list of Requirements is not all inclusive and is subject to change as needed to ensure customer needs are being met at a high level.

· Ability to communicate clearly with customers and coworkers both verbally and in writing

· Knowledge of basic computer hardware & Operating Systems (Windows 10 & DSM)

· Knowledge of Microsoft Office Suite of products with an emphasis on Outlook & Teams

· Knowledge VPNs & Terminal Services/RDP solutions

· Ability to multi-task and adapt to changes quickly

· Must have reliable transportation

· Must be able to pass an employment screening background check

Teamwork:

· Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher

· Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

· Follow all our security procedures and keeping a vigilant eye for security issues

· Identify opportunities for improvement and make constructive suggestions for change

· Contribute to the process of innovative change effectively

· Undertake other duties as required by the Senor team members, Service Delivery Manager or CTO

Physical Requirements:

· Prolonged periods of sitting at a desk and/or standing at a work bench while working on computers.

· Must be able to lift and move typical computer equipment for installation purposes

· Position requires stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, finger dexterity, grasping, talking, hearing, seeing, and repetitive motions.

Skills Desired:

· A love of (and ability to) Solve Problems & Challenges

· Proficient Communications skills, founded in being a good listener

· The ability to speak technically and translate simply

· Must be able to type quickly and accurately while talking on the phone

Experience (Preferred):

Help Desk: 2 years

Education: Associate degree, technical certification or comparable work experience

Benefits/Salery:

Salary: $35,496
– $49,920 a year (depending on experiences)

Health insurance

Accrued Paid time off

Schedule:

M – F 8AM – 5PM

Provide after hours on call support on a rotational schedule

Scheduled Weekend & Nightly work as needed

Job Type: Full-time

Pay: $35,496.00
– $49,920.00 per year

Benefits:
Health insurance
Paid time off
Schedule:
8 hour shift
Ability to commute/relocate:
Spokane, WA: Reliably commute or planning to relocate before starting work (Required)
Education:
High school or equivalent (Preferred)
Work Location: One location

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