Service Desk - Tier 1 Technician

Job DescriptionJob DescriptionDescription:

Technicians provide on-going support for our clients with troubleshooting various technical issues 24/7, 365 days a year. Our team runs on various shift schedules (day, evening and night shifts which will include weekend coverage as well) to maintain effective coverage for continuous client support. As a Technician, you will utilize both your customer service and problem-solving skills to provide an exceptional customer experience supporting multiple clients in a variety of industry verticals while working in a call-center environment. Technicians in our service desk come from all walks of life and support clients at various technical levels.

The ideal candidate will be based within driving distance of Baton Rouge, LA to enjoy the benefits of a hybrid/remote work schedule (with some commuting into the office when needs arise).

What you will do:

• Promptly address and resolve basic and advanced incidents and requests.
• Log all incidents and requests into one or more ticket entry systems.
• Engage other service desk resources and appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.
• Handle incidents and requests with a courteous and professional attitude.
• Live out the Sparkhound culture.
• Perform other related duties as required and assigned.

Requirements:

• 0-3 + years professional IT experience.
• Fiercely support client success and exemplify a do-whatever-it-takes attitude.
• Knowledge of fundamental concepts of customer service.
• Experience working in a technical service desk or call center with a high call volume environment.
• Demonstrated experience utilizing and troubleshooting issues with most of the following:
• Microsoft Windows Operating Systems (XP, 7, or 8)
  • Microsoft Office Suite (2007, 2010, 2013, or 2016)
  • Microsoft Internet Explorer
  • Printer setup and configuration in Windows 05
  • Familiarity with basic PC hardware and associated devices
  • Managing users and computers through Active Directory
  • Basic understanding of Windows Server platforms
  • Basic networking principles and related Windows OS configurations
  • Basic administration of Voice over IP environments
  • Remote PC technical support
  • Microsoft Office 365 Management and use
  • Cisco Collaboration management and use

Bonus Points· ITIL Certification