IT Services Specialist

4 weeks ago

Richmond, United States Penn Foster Inc Full time

Description:

JOB SUMMARY: Provide Tier 1 IT Support for the company’s customer base. Investigate and resolve customer issues with hardware, software, and end-user technology. As the primary contact for our valued customers, the IT Services Specialist will schedule service calls, respond to customer needs, set appointments, and deliver quality customer experience. REPORTS TO:

IT Team Lead DIRECT REPORTS:

None ESSENTIAL FUNCTIONS: Respond to customer inquiries in a courteous and professional manner Act as first line analyst for service request tickets following established protocols Create, document, and escalate issues and problems according to ticketing standards and SLAs Monitor ticket queues and provide service or escalation as necessary Accurately enter and maintain case information including notes and resolution Triage and schedule service calls Schedule service calls for all open tickets/tasks Handle calls, tickets/tasks, route calls, triage tickets/tasks and communicate internally on tickets/tasks Utilize Autotask and Outlook to manage service calls for all open tickets/tasks Ability to adhere to and meet service level agreement goals ADDITIONAL RESPONSIBILITIES: Adhere to departmental policies for reporting and managing requests and change control Maintain daily timesheet and expense report entries and submit them accurately and timely Other duties as required TECHNICAL SKILLS: Ability to troubleshoot and administer the following technology: Microsoft Windows Desktop OS Microsoft Office Wi-Fi and LAN Anti-Virus, Storage, Backup Mobile Devices Working knowledge of HP and Dell Equipment Knowledgeable of various workstation peripherals such as printers, scanners, projectors, etc… Knowledge and understanding of AD, DNS, the Internet, and mail flow Requirements:

SOFT SKILLS & ABILITIES: Strong written and verbal communication skills Pleasant and professional demeanor in all client and internal communications Ability to stay calm and professional in stressful situations Intellectually resourceful with sound judgment and effective decision-making abilities Strong organization skills and ability to operate efficiently throughout daily tasks Always demonstrates empathy with users and professionalism Work well with clients at all levels, from executive to IT personnel to end user Operates with client satisfaction in mind Energetic, enthusiastic, and results-oriented EDUCATION, EXPERIENCE, & KNOWLEDGE: 2-year degree in IT related discipline or equivalent experience 1-year Customer Service Preferred Certifications o CompTIA A+ o Microsoft 365 Certified: Modern Desktop Administrator Associate WORK ENVIRONMENT/PHYSICAL DEMANDS: Use of computer and office equipment Ability to remain calm in stressful situations Performs all administrative functions expected at this level ADDITIONAL REQUIREMENTS: Ability to schedule for evening or weekend work occasionally Valid driver’s license in your state of residence and reliable personal vehicle

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