The Role:
Outreach is looking to round out our IT Service Desk with a motivated, customer-service focused IT Support Specialist. You are passionate about people, have a bias towards action, and are interested in learning IT service and operations fundamentals at a fast-paced technology company. Your mission will be to provide world class IT support and excellent customer service in the resolution of IT support issues.
Your Daily Adventures Will Include:
- Respond to service desk tickets and provide solutions for reported customer problems
- Triage and resolve all level 1-2 support requests and escalate higher-level requests appropriately
- Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation if required
- Monitor internal ticketing system notifications for proactive response and communication
- Assist with service desk projects, complete tasks and ensure they are completed on time and to specifications
- Troubleshooting and support for all end user issues: mobile, desktop, audio/video, peripherals, etc
- Basic network troubleshooting both wireless and wired
- Create how-to guides and maintain documentation
Our Vision of You:
- 1-3 years Service Desk Experience, with strong experience in ticket workflow and queue management
- Excellent customer service skills
- A solid background in troubleshooting & managing macOS, Windows and Linux
- Experience with G-Suite, Zoom, Slack, MS Office.
- Ability to prioritize and address multiple tasks in a dynamic work environment
- Excellent written and verbal communication skills
- Ability to participate in a schedule that may include after hours and weekend support
- Experience using JAMF, Zendesk or Samanage preferred.
