Technical Support Associate

2 weeks ago


Colorado Springs, Colorado, United States System Soft Technologies Full time
Role Overview

IT Service Desk

Position Summary: The Service Desk team at System Soft Technologies plays a crucial role in ensuring that all user devices, including computers, telecommunication equipment, and essential services, are functioning optimally to deliver an exceptional customer experience.

Key Responsibilities:

  1. Collaborate with users and IT team members to maintain operational efficiency.
  2. Document and resolve IT service requests related to hardware, software, networking, and general device usage.
  3. Act as the primary point of contact for support inquiries, addressing issues via phone, email, or in-person interactions.
  4. Strive for First Contact Resolution (FCR) and meticulously record troubleshooting efforts for cases requiring escalation.
  5. Communicate effectively with various departments regarding service disruptions and IT notifications.

Goal: To ensure a seamless IT experience for all users while maintaining high standards of service delivery.



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