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Service Desk Technician Tier I

Job Title: Service Desk Technician (Tier I)
Department: Service
Reports to: Service Manager
Location: Longwood

Do you want to work with us? If you like to make people smile, if you never give up on a puzzle no matter how puzzling it is, and if you are a hardworking person, then you definitely want to work with us. An IT company focused on offering outstanding relationship-driven customer service to healthcare industry providers in Central Florida and Nationwide. At CompuTech City our employees are our best asset; we invest in our employees by providing an extensive benefits package, as well as offer growth opportunities within which is key to everyone’s success. CompuTech City is a team of knowledgeable professionals that work together in a well-balanced atmosphere, where a good attitude goes a long way, and known to ALWAYS deliver personable and outstanding customer care. We welcome you to be part of CompuTech City! To find out more about us and all that we do CLICK HERE


GENERAL SUMMARY:

Service Desk Technician /Dispatch is responsible for providing friendly and personable customer support and handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, and networks.


Essential Duties and Responsibilities:

  • Understand, respect, and follow CompuTech City’s culture, policies, and procedures
  • Be kind at all times with your CompuTech City family and be the best you, you can be
  • Provide our clients the best customer experience, every time, all the time
  • Answer inbound support calls (with a smile so big clients can see over the phone), create service tickets, and provide first level of support to all end-users
  • Provide IT Support related to technical issues involving Microsoft’s core business applications and operating systems
  • Communicate with customers as required: keep them informed of incident progress, action plan, changes, and keep an accurate record of all communications.
  • Basic technical support at the network level. Remote access support
  • Be personable, relatable, and communicate with customers as required
  • Ensure requests are routed to the proper resource to be resolved quickly and efficiently
  • Have an extensive repertoire of appropriate jokes and life stories
  • Typical week: answering calls 80%, help desk support 10%, consulting with Tier-II 10%, training and growth 5%, and admin/meeting/reviews 5%, slacking 0%.

Additional Duties and Responsibilities:

  • Constantly work on the improvement of customer service, perception, and satisfaction
  • Fast turnaround of customer requests within our established SLA parameters
  • Ability to work in a team, respect, and communicate effectively
  • Must be likeable by people other than family members

Knowledge, Skills, and/or Abilities Required:

  • Outstanding interpersonal skills: such as telephony skills, communication skills, active listening, great customer-care and able to take a joke are a MUST
  • Possess an Associate degree or higher in a computer related field
  • Ability to multi-task, juggle (nothing sharp) and adapt to changes and innovation quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of organization’s key IT services for which support is being provided
  • Typing skills to ensure quick and accurate entry of service request details

BENEFITS:

  • Competitive Salary
  • Medical Insurance
  • Dental & Vision Insurance
  • Life Insurance
  • Bonuses & Awards
  • Paid time off
  • Paid Holidays
  • Company Outings & Events
  • Company Vehicles
  • Mileage reimbursement
  • Professional Development
  • Inhouse Gym
  • Volley Ball & Basketball court
  • Uniforms
  • Free Drinks
  • Weekly Lunch & breakfast
  • and more
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