Job Description

The Role

We are looking for a skilled person to provide reliable, skilled, and thorough technical assistance on computer systems. This role requires a strong understanding of various IT systems, hardware, software, and network troubleshooting. The right person will not be afraid to hop on the phone or interface in person, depending on the need, with our in-house employees to resolve or escalate their needs accordingly.

Success in this role will require strong customer service skills, good technical knowledge, and clear communication to effectively understand the problem and explain its solution.

Essential Responsibilities Include, but Are Not Limited To:

• Serve as the first point of contact for internal customers seeking technical assistance via phone, email, and computer chat
• Provide advanced troubleshooting and technical support for hardware, software, and network-related issues
• Perform remote and physical troubleshooting through diagnostic techniques and by asking pertinent questions
• Determine the best solutions based on the issue
• Walk the internal customer through the problem-solving process while practicing patience and courtesy
• Assist end-users by answering questions and guiding them through the problem-solving process, ensuring excellent customer service and clear communication
• Escalate any unresolved issues to the correct team member as necessary
• Provide accurate information on IT products or services as requested or refer the request to the proper team member
• Record events and problems and their resolution in logs
• Escalate reoccurring issues found based on the incident logs to the correct team member
• Follow-up and update internal customer with the status of their request if needed
• Pass on any feedback or suggestions by internal customers to the appropriate team member or manager
• Identify and suggest possible improvements on procedures and processes
• Manage Help Desk tickets in a timely and courteous manner
• Perform follow-up customer service to ensure issues are fully resolved
• Ability to lift and move computer equipment up to 50 lbs
• Will require on-call support and occasional after-hours work to resolve critical issues

Qualifications

Required Skills and Experience

• Associate’s degree in Information Technology, Computer Science, or a related field; or equivalent work experience
• Working knowledge of Office 365 products and how to resolve issues
• Good understanding of computer systems, mobile devices and Windows OS
• Experience with hardware installs
• Ability to diagnose and resolve basic to high level technical issues
• Excellent communication skills, both written and verbal
• A high level of emotional intelligence
• Stellar customer service skills
• Detail oriented with the ability to make detailed notes on tickets
• Highly organized with the ability to prioritize
• A high level of phone etiquette
• CompTIA A+, Network+, or equivalent certifications are preferred
• Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN and Active Directory

Preferred Skills and Experience

• Experience as a help desk technician or other customer support role within an IT department
• Experience working with a ticketing system (e.g., ServiceDesk, ServiceNow, Jira)
• IBM iSeries (AS400) experience

Additional Information

All your information will be kept confidential according to EEO guidelines.

This is a safety-sensitive position.

This employer participates in E-Verify and will provide the Social Security Administration and if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

We do not provide H1-B sponsorships at this time.

Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual’s qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state .

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Charlie's Produce is an Equal Opportunity Employer

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