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We are seeking a highly skilled and experienced IT Support Services Technician to join our team at Percepta. As a key member of our technical support team, you will be responsible for providing top-notch technical assistance to our customers, troubleshooting and resolving complex technical issues, and ensuring seamless customer experiences.
Key Responsibilities- Provide tier 1 and 2 technical support to customers via phone, email, and in-person interactions.
- Troubleshoot and resolve complex technical issues, escalating to senior technicians or management as needed.
- Document and track all technical issues and resolutions using our ticketing system.
- Collaborate with cross-functional teams to resolve technical issues and improve overall customer satisfaction.
- Stay up-to-date with the latest technology trends and advancements, and apply this knowledge to improve technical support processes and procedures.
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Minimum 4 years of experience in a help desk or technical support role, preferably in an enterprise environment.
- CompTIA A+ and CompTIA Network+ certifications preferred.
- Excellent communication and problem-solving skills, with the ability to work well under pressure.
- Strong knowledge of Windows 10/11, Outlook, and Office 365.
- Ability to work flexible hours, including evenings and weekends, as needed.
- Competitive hourly rate of $25.60 per hour, plus 5% AIP (Annual Incentive Plan).
- Comprehensive benefits package, including health, dental, vision, and life insurance.
- Flexible spending account and health savings account.
- 401(k) with company match.
- Tuition reimbursement and employee assistance program.
- Employee discount program and training and development opportunities.
Percepta is a leading provider of contact center services, delivering exceptional customer experiences to our clients. Our values of culture of service, teamwork, respect, proactivity, career growth, diversity, and competitive compensation drive our success and make us a great place to work.
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