Job Description

Job Description

At True North ITG, Inc. we know IT, and we consistently drive innovation to improve the overall customer experience. As a Managed Services Provider (MSP), we use technology intelligently to make IT operations smarter, streamlined, and ultimately, more successful.

Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person with an entrepreneurial spirit who exceeds expectations and appreciates a team-centric environment and awesome coworkers, we would love to talk to you!

GENERAL SUMMARY:

We are seeking a highly organized professional to join our team as an IT Service Liaison to work onsite at a client’s site. The ideal candidate will have a strong background in customer service, exceptional communication skills, and a solid understanding of IT systems and troubleshooting. This role requires the ability to prioritize and coordinate service requests while providing basic assistance to end-users. As an IT Services Liaison L1, you will play a critical role in ensuring smooth service operations and timely resolution of issues.

Essential Duties and Responsibilities:

Service Coordination:

• Develop and maintain technical knowledge of assigned environments
• Perform assigned tasks by implementing best practices and standards
• Receive and log incoming service requests, incidents, and inquiries via phone, email, or ticketing system.
• Assign and update ticket priority levels per company standards and based on end user feedback.
• Communicate and coordinate with end-users, technicians, and other stakeholders to ensure timely resolution of issues.
• Travel between sites to coordinate and deploy equipment, set up printers and PC’s, etc.
• Maintain accurate and up-to-date records of service requests, progress, and resolution details.
• Provide regular status updates to stakeholders and escalate issues as needed.

Level 1 Technical Support:

• Tackle L1 level issues and escalate when the task cannot be completed within agreed-upon service levels
• Serve as the initial point of contact for end-users seeking technical assistance.
• Respond to user inquiries and troubleshoot technical issues, escalating complex problems to appropriate teams if necessary.
• Provide basic technical support for hardware, software, some network, and other IT-related problems as assigned by L2’s.
• Perform troubleshooting and guide end-users through problem-solving steps.
• Identify and escalate recurring issues or potential system-wide problems to the appropriate teams.

Documentation and Knowledge Management:

• Document service desk procedures, troubleshooting steps, and resolutions for future reference.
• Improve customer service, perception, and satisfaction.
• Contribute to the knowledge base by creating and updating articles and FAQs.
• Provide training and guidance to end-users on basic IT-related tasks and best practices.

Customer Service and Communication:

• Ensure excellent customer service by delivering timely, friendly, and professional support.
• Act as a liaison between end-users and technical teams, facilitating effective communication.
• Manage user expectations and provide regular updates on the status of service requests.
• Maintain a positive and helpful demeanor while addressing user inquiries and concerns.

Knowledge, Skills, and/or Abilities Required:

• Associate's degree; relevant certifications or technical degree is a plus, or relevant work experience.
• Proven experience helping end users resolve issues.
• An understanding of IT systems and hardware/software components.
• Proficient in using help desk software and ticketing systems.
• Strong customer service and interpersonal skills.
• Excellent written and verbal communication skills.
• Ability to prioritize and manage time effectively in a fast-paced environment.
• Basic knowledge of Active Directory, email systems, and remote desktop support.
• Ability to lift 50+ pounds.
• Familiarity with ITIL framework and service management best practices.

Preferred experience

• Experience in a healthcare environment.
• Experience working for an MSP.

Company Description

At True North ITG, Inc., we're at the forefront of Healthcare IT evolution, leveraging technology intelligently to enhance client experiences. As a Managed Services Provider (MSP), we're dedicated to making IT operations smarter, more streamlined, and ultimately, more successful.

Our team is comprised of dedicated individuals driven by the desire to make a tangible impact. If you're an ambitious self-starter with an entrepreneurial mindset, who thrives in a collaborative environment alongside exceptional colleagues, let's connect!

Company Description

At True North ITG, Inc., we're at the forefront of Healthcare IT evolution, leveraging technology intelligently to enhance client experiences. As a Managed Services Provider (MSP), we're dedicated to making IT operations smarter, more streamlined, and ultimately, more successful.\r\n\r\nOur team is comprised of dedicated individuals driven by the desire to make a tangible impact. If you're an ambitious self-starter with an entrepreneurial mindset, who thrives in a collaborative environment alongside exceptional colleagues, let's connect!