IT Service Desk Support Technician Hybrid

SUMMARY

Provide responsive thorough and personable technical assistance to internal customers. Support all end user hardware software peripherals and enterprise applications. Respond to service tickets for assistance with basic technical issues and work with customers to solve them in a timely manner.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serve as the first point of contact for customers seeking technical assistance via phone email or chat.
• Take ownership of each assigned ticket through closure.
• Perform remote troubleshooting through effective diagnostic techniques and asking pertinent questions while walking the customer through problem-solving as a collaborative process.
• Determine the best solution each issue leveraging details provided by the customer troubleshooting review of knowledgebase and experience of support staff.
• Direct unresolved issues to the next level of support personnel after fully updating the service ticket with all details.
• Provide accurate information on IT products or services and make recommendations that would enhance our customer service.
• Guide customer though features and functionalities of enterprise software and multifunction authentication.
• Provide white glove service for all onboarding/new hire and C-level tickets through closure ensuring that each user is fully functional and able to support their daily routines.
• Meet all existing customer service level agreements (SLAs) follow-up with the customer to provide status updates and confirm that their issue was satisfactorily addressed their issues.
• Record events problems and resolutions in rough draft for inclusion in the knowledgebase.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements for customer service processes and procedures.
• Seek and participate in personal and professional development opportunities to maintain a detailed knowledge of industry standards best practices and business needs.
• Maintain regular and punctual attendance.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None.

MINIMUM QUALIFICATIONS

• Associate degree or a minimum of two (2) years of college with a concentration in information technology management information systems or computer science preferred.
• In lieu of degree four (4) plus years of relevant experience.
• Two (2) years of documented industry experience.
• Effective troubleshooting and problem-solving skills.
• Experienced in Windows 10/11 and Mac/iOS M365 Office and other common desktop applications multifactor authentication.
• Experience support iPhone and Android cell phones.
• Experience with an IT support desk ticketing system.
• Must be able to read write and speak fluent English.
• Must obtain and maintain any necessary security access and/or background checks. (U.S. citizenship required)

DESIRED QUALIFICATIONS & SKILLS

• Effective written and verbal communication skills.
• Experienced critical thinking troubleshooter who can put out fires under pressure when workload increases.
• Has knowledge of a variety of modern software applications and the versatility to learn new tools.
• Self-starter who is comfortable working with various skill sets developers system and security engineers.
• Upbeat and passionate about providing highly effective customer service.
• Organized and efficient with ability to assist others as needed.
• Professional certification(s).

WORK SCHEDULE

Full-Time. May be required to work additional hours as needed to complete assignments or projects or flex hours to cover west-coast time zone.

TRAVEL

The expected travel time is less than 25%.

DRIVING REQUIREMENTS

Must have or be able to attain a valid state drivers license and be insurable on the companys automobile insurance policy. Driving with or without accommodation may be required when traveling for training and/or short occasional amounts of local driving. The expected driving time is less than 25%.

WORK ENVIRONMENT

Work is primarily performed in a professional office setting including the normal office equipment (e.g. computer fax machines copier) and with a wide variety of people in differing functions personalities and abilities.

PHYSICAL DEMANDS

Position consists of seeing up close and sitting for long periods of time bending stooping crouching and lifting up to 30 pounds. Frequently uses hands/fingers for manipulation of keyboard and mouse. It is Katmai Government Services business philosophy and practice to provide reasonable accommodations according to applicable state and federal laws to all qualified individuals with physical or mental disabilities.

Compensation & Benefits:

• Pay: $20.75 to $25 per hr.
• Eligible Benefits: Medical Dental Vision Life & AD&D Insurance Long-Term & Short-Term Disability Insurance 401(k) Savings Plan Employee Assistance Program (EAP) Vacation & Paid Personal Time 11 Paid Federal Holidays and Leave of Absence.

Compliance:

To be considered for this position all applicants must apply on the company website are a VEVRAA Federal Contractor.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age race colorreligion sex sexual orientation gender identity or national origin disability status protected veteran status marital status familial status or any other characteristic protected by law.

Preference will be given to Ouzinkie Shareholders Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).