Knight Office Solutions · 3 days ago
Detail-Driven IT Service Desk Specialist Wanted to Deliver Legendary Support
San Antonio, TX
Full-time
Onsite
Entry Level
1+ years expKnight Office Solutions is an independent technology dealer that has been recognized as a Top Place to Work in San Antonio for 12 years. They are seeking an IT Service Desk Specialist to provide first contact technology support for Managed Services clients, focusing on troubleshooting and resolving technical support requests.
Information TechnologyRoboticsSoftware
Responsibilities
Ticket Management: Receive, prioritize, and document customer support requests from chats, emails, phone calls, and in-person ensuring tickets are coded and triaged to company standards
Technical Support: Provide level 1 remote support and resolution of end users’ tickets by leveraging existing and new tools including but not limited to ConnectWise RMM, Datto platforms, SentinelOne, and Acronis; escalate complex or out-of-scope Incidents and Service Requests to appropriate service groups as necessary
Knowledge Management: Participate in the creation and updating of Knowledge Base articles in IT Glue; ensure documentation is kept up to date
On-Call: Perform on-call duties – when applicable – as outlined in the On-Call SOP, including but not limited to answering after hours calls, resolving after hours tickets, and reviewing and responding to service alerts
Project Support: Participate in service delivery support of on-boarding's, projects, and other special tasks as assigned
Provide timely first-level support for customer technical support requests
Achieve Service Desk goals for First Response, First Contact Resolutions, Customer Satisfaction, and SLAs as defined by Service Level Objectives
Maintain regular communication with customers throughout the support request process
Follow operational policies, processes, and procedures as they pertain to the Service Desk and company
Be mindful of opportunities to improve service delivery and resolutions; provide feedback and recommendations to supervisors for improvements
Qualification
Required
High school diploma or GED required; 1+ year of IT support experience or equivalent training
Strong attention to detail, professionalism, and adherence to ethical standards
Excellent customer service, communication, and teamwork skills
Ability to prioritize tasks, follow procedures, and maintain accurate documentation
Demonstrated initiative, reliability, and willingness to learn and improve processes
Strong problem-solving skills with the ability to work independently and handle interruptions effectively
Proficient in Microsoft Office Suite (Word, Excel, Outlook); experience with Microsoft Access or E-automate a plus
Ability to read and write basic business correspondence and communicate effectively with customers and team members
Basic math skills, including working with percentages, ratios, and whole number calculations
Ability to follow written, verbal, and diagram instructions and resolve routine problems using sound judgment
Must be able to sit for extended periods, communicate clearly, perform light lifting (up to 10 lbs), and maintain close-range vision for computer work
Preferred
Some college preferred
CompTIA A+, Network+, Security+ or Microsoft Fundamentals certifications preferred (or ability to obtain within required timeframe)
Benefits
Medical
Dental
Vision
Life Insurance
Accidental death and disability insurance
Short- and long-term disability insurance
401K (with company match)
Company
Knight Office Solutions
Knight Office Solutions is a business supplies company offering document management systems.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Scott Fillmon
VP of Technology and CIO
Company data provided by crunchbase