IT Service Desk Tech -Tier 1 - Houston Share:
Compensation
Benefits
Employment Type
$22.00 - $28.00 Hourly
Medical, Dental, Vision, Retirement Savings
Full-Time
Description
The primary contribution of the Tier 1 Technical Specialist at Robo is to solve technical issues for customers. The ideal candidate must be a constant learner who is driven to solve problem. They will an effective communicator who can quickly connect with customers and set them at ease. The Technical Specialist needs to be organized and resourceful and know when to ask for help. To be successful in this role, you must take ownership of each ticket and make sure that your customers feel taken care of. Robo is located in Austin and we are looking for a Tier 1 IT Tech to serve our clients in Houston. This would require working from home with reliable transportation for occasional onsite work with clients in Houston.
Responsibilities
- First line of defense on largest percentage of requests coming in
- Constantly learning in an evolving environment
- Work with customers on software and hardware recommendations, while understanding Robo-s role as a vendor
- Maintain Service Level Agreements by communicating on requests within the agreed upon metric between Robo and customers.
- Learn preventive and corrective maintenance to the local infrastructure and enforce and deliver.
- Ability to operate in a "fast paced" environment, self-starter- Deliver equipment, setup new hires, manage and organize customer workstations
- Track all requests in the ticketing system with strong communication and follow up
- Deliver security standards set and agreed upon by security team / leadership
- Document configurations customer data such as passwords, inventory, etc.
- Administration of a mixed-environment and assist with complex networks
- Help customer requests find their way to the correct person
- Communicate in tickets to ensure customer understands expectations and at what stage the request is currently in.
Qualifications
- Extreme desire to deliver exceptional customer service
- Completion of 2+ years of technology support
- Demonstrate a strong self-starter work ethic
- Learn quickly and effectively
- Communicate technical issues clearly and effectively
- Create documents, spreadsheets, and electronic communication
- Strong communication and organizational skills
- Experience in an organization with multiple locations and remote field-based operations
- Inbound phone and remote support
- Strong research skills
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