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Eakes Office Solutions · 8 hours ago

IT Service Desk Level 1 Engineer

Lincoln, NE

Full-time

Onsite

Entry Level

$70K/yr - $75K/yr

2+ years exp

Eakes Office Solutions is seeking an IT Service Desk Level 1 Engineer responsible for providing top-notch support to clients. The role involves managing incoming client requests, troubleshooting issues, and ensuring effective communication and documentation throughout the support process.

Cleaning ProductsE-CommerceElectronicsManufacturing

Responsibilities

Answer calls to our service desk and enter tickets

Triage / process new tickets to ensure support tickets do not fall through the cracks

Responsible for entering tickets and time in our ticketing system in real time

Document processes and procedures as needed

Providing premier technical assistance and consulting to valued customers

Troubleshooting system and network issues through root-cause analysis and implementing solutions

Responding to internal trouble ticket system requests and accurately documenting the path to resolution

Providing on-call support as part of a scheduled rotation with other team members

Demonstrate high emotional intelligence (EQ) while interacting with customers and peers

Follow procedures, suggest enhancements to procedures, and provide superior client and internal communication

Log detailed activities, track calls/requests utilizing ticketing software, and maintain historical records related to problem documentation and resolution

Qualification

Customer technical supportComputer operating systemsTicketing softwareTroubleshootingMulti-taskingTyping speedInterpersonal skills

Required

2+ years' experience providing outstanding customer technical support

Basic computer and operating system knowledge

Interpersonal skills: telephony, communication, active listening, and customer care

Ability to multi-task and adapt to changes quickly

Ability to type a minimum of 50 words per minute to ensure quick and accurate entry of service request details

Ability to learn and understand of all key services for which support is being provided, as well as support tools, techniques, and how technology is used to provide service