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Stratix Systems · 1 day ago

Level I Service Desk Technician

United States

Full-time

Remote

New Grad, Entry, Mid Level

$38K/yr - $50K/yr

0+ years exp

Stratix Systems is growing and seeking an entry to mid-level Level I Service Desk Technician to join our team. The role involves resolving incoming requests for technical assistance on standard commercial and proprietary computer applications while ensuring customer satisfaction and maintaining quality standards.

ComputerInformation ServicesInformation TechnologyRoboticsSoftware

Senior Management

Responsibilities

Provide comprehensive remote technical support services to Stratix clients

Work within Key Performance Indicators, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc

Take all steps to troubleshoot issues reported. Resolve issue or escalate appropriately

Take all necessary steps to ensure customer satisfaction throughout the call

Create and submit detailed call logs documenting customer interactions in ConnectWise. Accuracy, thoroughness, and timeliness are key call logging components

Confirm and update customer profile information as needed

Follow all documented escalation procedures, including hand off times, for issues requiring intervention/escalation

Promptly notify management of any potentially 'dissatisfied' customers

Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc

Proactively seek and possess business acumen for all clients supported

Maintain technical proficiency in all applications utilized by clients supported

Organize and utilize all support resources provided

Achieve continuing education requirements and stay current with the field

Display a wide degree of creativity and latitude; Think independently and 'outside the box' for solutions; use familiarity with a variety of concepts, practices, and procedures; rely on varied yet sometimes limited experience and your own sound judgment to accomplish goals and perform a variety of tasks

Perform customer support related tasks and special projects as assigned by management

Liaise as necessary interdepartmentally to seek resolutions to all issues reported

Participate in client events, as appropriate (resource on site, client training, etc.)

Other duties as assigned

Qualification

Technical knowledgeCustomer service skillsProblem solving skillsMicrosoft Office SuiteA+ certificationNetwork+ certificationCommunication skillsOrganizational skills

Required

Ability to quickly adapt to changing priorities and fluctuations in workflow

Consistent customer care, quality standards, and reporting requirements

Provide comprehensive remote technical support services to Stratix clients

Work within Key Performance Indicators, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc

Take all steps to troubleshoot issues reported. Resolve issue or escalate appropriately

Take all necessary steps to ensure customer satisfaction throughout the call

Create and submit detailed call logs documenting customer interactions in ConnectWise. Accuracy, thoroughness, and timeliness are key call logging components

Confirm and update customer profile information as needed

Follow all documented escalation procedures, including hand off times, for issues requiring intervention/escalation

Promptly notify management of any potentially 'dissatisfied' customers

Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc

Proactively seek and possess business acumen for all clients supported

Maintain technical proficiency in all applications utilized by clients supported

Organize and utilize all support resources provided

Achieve continuing education requirements and stay current with the field

Perform customer support related tasks and special projects as assigned by management

Liaise as necessary interdepartmentally to seek resolutions to all issues reported

Participate in client events, as appropriate (resource on site, client training, etc.)

Technical knowledge

Excellent verbal and written communication skills

Excellent customer service skills

Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

Two-year college degree in computer science or information systems or Technical School, with up to two years related experience; or equivalent combination of education and experience is desired

Strong personal computer skills including electronic mail, record keeping, and internet applications such as Microsoft Office Suite are required

Must possess ability to continue to obtain relevant certifications and licenses

Preferred

Professional certifications such as those offered by Microsoft, Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications would be ideal

A+ and Network+ certifications a huge plus