Rockstar Technical Support Specialist

Job Description

Looking for a job that is both challenging and rewarding? Immense Networks seeks talented, dependable, and highly motivated members to join our Service Desk team. If you are ready to advance your career in the field of IT and work with a team of fun and talented individuals, this could be the job for you. The Technical Support Specialist provides front-line IT support for telephone, email, and online support requests. The specialist must be able to assess the problem and resolve the issue in a timely manner.

Job Responsibilities

Provide technical support for our existing clients

Troubleshooting desktops, laptops, peripherals, servers, networking, vendor support, and other IT-related hardware and software

On-site visits to install or troubleshoot hardware/software at client sites.

Communicate effectively with our clients and our team

Work in conjunction with a fast-paced schedule in a team environment

Ability to analyze and evaluate an issue and ensure it is escalated to the proper team

Log time and notes into ticketing software

Create technical documentation in a standardized system

Qualifications

Experience

Experience in hardware, software, network troubleshooting, basic operating system functionality, or equivalent training and/or education is extremely beneficial. Customer service experience is preferred.

Communication Skills

This position requires appropriately handling confidential information. Customer interactions must be handled with diplomacy and tact. Individuals must be able to gauge the client's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.

Other Skills and Abilities

A solid work ethic – Showing up, doing what you said you would do when you said you would.

Follow up and Follow through – Seeing tasks to completion

Communication skills – You must be able to explain complex technical items in a simple and plain fashion

A sense of calm – You must be able to deal with upset people in a face-to-face situation. We are often the person they see during a “bad day”

Honesty and integrity

A positive attitude – We can’t train this! You must be friendly to succeed in this role

Adaptable – Must be able to learn and support new and quickly-changing technologies.

Physical Demands/Work Environment

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Ability to use a keyboard to enter and retrieve data.

Must have good eyesight to view a computer monitor and phone.

Lifting and/or carrying 15-30 lbs. or more and pushing and pulling carts when necessary.

Must have reliable transportation.

Benefits

Company-paid Health, Dental, Vision, and Life insurance

401(K) with company match

PTO

Company-sponsored excursions

Weekly company lunch

Coffee, energy drinks, and snacks supplied

Yearly training budgetCompany Description

Founded in 2005, Immense Networks is an IT consulting firm that utilizes technology, automation, and our rockstar team to help our clients achieve their technology-related goals. We are client-focused and always work in our clients' sincere best interests. Our vision is to be the premier technology partner for our small business clients.