This position is responsible for providing basic, first line, technical support of IT related products and services for our customers, field technicians, and field reps.

What You Will Do

• Initiate, handle, and resolve phone calls, emails, voicemail, chat, web forms, and in person requests from our customers, field technicians, and field reps regardig IT support issues. Escalate issues when applicable.
• Provide at least a basic level of installation, setup, maintenance, and troubleshooting support services among a wide range of IT related products.
• Provide professional communication, both written and verbal.
• Document all service request information into internal database systems according to stringent guidelines and procedures.
• Participate in company meetings and trainings.
• Participate in special projects and perform other duties as required.

• Basic level of technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services of IT related products including but not limited to:
• Hardware for desktops, laptops, and tablets
• Hardware for small business servers
• Microsoft’s currently supported Windows desktop and server operating systems.
• Small business switches, routers, firewalls, and access points
• Peripherals, printers, scanners, displays, and interface devices
• Small business data backup systems, software, and media
• Business productivity software, email, web browsing, security software
• Miscellaneous devices, cabling, memory, storage, add-on components
• Domain, user accounts, software accounts
• Network connectivity and wireless access issues
• Update and patch deployment, virus removal, malicious software removal
• Healthcare related digital technologies, devices, and software preferred
• Strong reading, writing, and typing skills. Excellent communication skills, both verbal and written. Experience with handling multiple phone calls and emails daily. Strong customer service skills and experience.
• Experience with using standard office equipment, business productivity software such as Microsoft Office, Microsoft Outlook, ticketing databases, CRM databases, remote access software, and call center phone systems is typical.
• Strong time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Excellent written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
•  Ability to multi-task
• Ability to manage conflict 
• Capacity to work effectively under pressure
• Analytical thinking
• Oversee small projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization

• Typically, 4 or more years of related experience.
• General education, vocational training and/or on-the-job training.