Job Description

IT Help Desk Technician

Stratix Systems is growing and seeking an entry-level IT Help Desk Technician to join our team!

This is an incredible opportunity to join an innovative, growing industry leader and be an integral part of our dynamic team. Our IT Help Desk Technician is responsible for resolving incoming requests for technical assistance on standard commercial and proprietary computer applications. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements. We are looking for a calm, cool, and collected professional who provides exceptional customer service to both internal and external clients by being timely, professional, courteous, polite and process and detail-oriented. Consistent customer care, quality standards, and reporting requirements are core competencies of the position.

DUTIES AND RESPONSIBILITIES include, but are not limited to:

• Provide comprehensive remote technical support services to Stratix clients
• Take all steps to troubleshoot issues reported. Resolve issue or escalate appropriately.
• Take all necessary steps to ensure customer satisfaction throughout the call
• Create and submit detailed call logs documenting customer interactions in ConnectWise. Confirm and update customer profile information as needed
• Follow all documented escalation procedures, including hand off times, for issues requiring intervention/escalation
• Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.
• Maintain technical proficiency in all applications utilized by clients supported
• Display a wide degree of creativity and latitude; Think independently and 'outside the box' for solutions.
• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all issues reported
• Participate in client events, as appropriate (resource on site, client training, etc.)
• Other duties as assigned

Requirements

• Two-year college degree in computer science or information systems or Technical School, with up to two years related experience; or equivalent combination of education and experience is desired.
• Excellent verbal and written communication skills
• Excellent customer service skills
• Experience with ConnectWise a plus
• Strong personal computer skills including electronic mail, record keeping, and internet applications such as Microsoft Office Suite are required
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

CERTIFICATES, LICENSES, REGISTRATIONS:

• Professional certifications such as those offered by Microsoft, Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications would be ideal
• A+ and Network+ certifications a huge plus
• Must possess ability to continue to obtain relevant certifications and licenses
• Valid PA Driver's License as the position may require occasional travel to clients' sites

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