Riverstrong · 1 day ago

Information Technology Support Specialist

Oregon, United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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Cloud Data ServicesConsulting

No H1B

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Responsibilities

Coordinate and perform remote or client office fixes at the desktop/account level, including troubleshooting, installing/configuring software, account access, and all other tech service requests

Remotely troubleshoot end-user Service Desk needs for our client offices, retail stores, warehouses, and other locations

Resolve Level 1 issues with desktops, networks, AD, servers, cloud services, SaaS, permissions, access requests, connectivity issues, hardware failures, etc.

Manage and own the multi-channel ticket and phone contact center queues to ensure a successful resolution to all assigned tickets

Communicate with all stakeholders during the ticket lifecycle and escalate as necessary

Create and maintain a knowledge base/documentation of client processes, network diagrams, and support processes in collaboration with the senior SMEs

Perform client on-premises technology troubleshooting, decommissions, implementations, and other IT related hardware or software support tasks if required

Keep current on the latest technical certifications, technologies innovations, and assist to determine the best investments for the business and our clients

Create a positive experience for our customers and staff in every engagement but most importantly, have a fun time while doing great work.

Coordinate and perform remote fixes at the desktop/account level, including troubleshooting, installing/configuring software, account access, and all other tech service requests

Troubleshoot basic IT Service Desk needs for our client offices, retail stores, warehouses, and other locations

Resolve Level 1 issues with desktops, custom applications, networks, AD, servers, cloud services, SaaS, permissions, access requests, connectivity issues, hardware failures, etc.

Manage and own the multi-channel ticket queue to ensure a successful resolution to all assigned tickets

Communicate with all stakeholders during the ticket lifecycle and escalate as necessary

Create and maintain knowledge base/documentation of processes, network diagrams, and support processes in collaboration with the Level 2 & Level3 experts.

Problem-solve and communicate technical information to non-technical end-users across various industries

Team player with a strong work ethic operating with a sense of urgency and understanding

Seek ways to create efficiencies by utilizing technologies in automation tools or scripting of services

Create a wonderful, positive, and great experience for all our customers in every engagement

Qualification

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IT SupportTicket managementIncident managementEnd-user technologiesKnowledge base documentationTechnical certificationsGoogle WorkspaceO365Mac/iOSAndroidWindows Desktop OSPrintersScannersSalesforceServiceNowZendeskCompTIA+AWS Cloud PractitionerSalesforce AdministratorITILScriptingPoint of Sale

Required

2+ years of providing proactive exceptional IT Support customer service, excellent phone presence, ability to deal with all levels of users in a professional manner

Be friendly and able to smile a lot while working in challenging situations