Delivery Ops

2 weeks ago

Birmingham, AL, United States Metasys Technologies Full time

Candidates who receive an offer will be required to complete a background check and drug test as a condition of employment.
Driving required more than 51% using client vehicle

Delivery Ops - Associate I Help Desk
Birmingham, AL
12 Months+

Job Summary
The Associate I - Help Desk provides first-level remote IT support to customers and assists in the delivery of higher-level help desk services. This role is responsible for handling customer issues efficiently, following defined triage processes, meeting Service Level Agreements (SLAs), and ensuring a high level of customer satisfaction.

Essential Functions

  • Provide first-level remote IT support and assist in delivering higher-level help desk services to customers.
  • Accurately log and document all calls, incidents, and requests in the help desk system.
  • Use predefined triage processes to troubleshoot, resolve, or escalate issues within SLA guidelines.
  • Utilize remote desktop tools to diagnose and resolve end-user PC-related issues.
  • Resolve standard, documented technical problems with minimal supervision.
  • Take full ownership of customer issues through resolution, ensuring timely follow-up and closure.
  • Maintain working knowledge of customer support processes and technologies, including:
    • Call handling procedures
    • Operating systems and shrink-wrap software applications
    • Asset tracking systems
  • Identify customer training needs related to standard and non-standard products.
  • Participate in technical discussions with team members and contribute to decision-making processes.
Required Skills
  • Strong customer service and communication skills.
  • Proficiency with help desk tools, Microsoft Windows operating systems, MS Office applications, and antivirus software.
  • Basic hardware and software troubleshooting skills.
  • Strong problem-solving and critical-thinking abilities.
  • Ability to work independently with minimal supervision.
  • Familiarity with web-based tools such as ProActa and help desk call-tracking applications.
  • Team-oriented mindset with a willingness to collaborate.
  • Strong organizational skills with attention to detail.
  • Willingness and ability to travel as required.
Experience
  • 0-5 years of experience in a technical customer support environment.
  • Call center or help desk experience preferred.
Education & Certifications
  • Minimum Education: High School Diploma or equivalent.
  • Certifications: At least one entry-level certification required (A+, Network+, or OEM vendor certification).
Education Verification
  • Yes

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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