Customer Service Technician (CST) II

LanceSoft Inc; Atlanta (GA); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in Atlanta is seeking a Customer Service Technician (CST) II for 16 months to provide face-to-face IT support. The role involves assisting employees with technical issues and requires strong customer service skills, technical aptitude, and the ability to work onsite five days a week.

Benefits

7 days of PTO on designated company holidays

5 additional PTO days for personal use

Qualifications

• 3+ years of IT support experience required.
• Strong troubleshooting skills with O365 and Windows 10/11.
• Experience with asset/device and lifecycle management.

Responsibilities

• Provide face-to-face IT support to employees.
• Troubleshoot technical issues and create action plans.
• Assist with end-user support across various company locations.

Skills

Customer service

Communication

Troubleshooting

Organization

Technical aptitude

Job description

Title: Customer Service Technician (CST) II
Location: Atlanta, GA 30313
Duration: 16 months

Job Description:

• Face-to-face IT support
• Potential for local travel between the client’s locations in the Atlanta area
• Interviews will be in person at the Atlanta Office Complex.

Level II (5–10 Years of Experience)
Customer Support Technician

• This team provides face-to-face technical support to the company's internal employees—think Genius Bar-style support inside the company's headquarters building.
• The IT Customer Support Technician will work in person directly with all levels of employees, so they should have strong in-person customer service and communication skills.
• This individual will be responsible for welcoming internal employees as they come into IT Horizons, helping them register in the queue for their issue, and then working directly with the employee to understand their problem, troubleshoot the issue, and create an action plan for a solution.
• The IT Support Technician should have strong troubleshooting skills with O365, Windows 10 and 11, basic computer hardware issues (battery and power cord issues, etc.), light networking issues, asset/device and lifecycle management.
• This role entails assisting end users across the headquarters buildings, labs, assets, and field offices in Atlanta.
• The ideal candidate will have a strong technical background, a detail-oriented mindset, strong in-person customer service experience, and asset/project management experience.
• This individual must be willing to work onsite 5 days per week in Midtown Atlanta.

Additional Benefits:

• 7 days of PTO on pre-designated company holidays plus 5 additional days of PTO to be used at your discretion.

Must Haves:

• Extremely strong customer service and communication skills in an in-person environment.
• The primary responsibility of this individual will be interfacing in person with internal employees in a large corporate environment to help solve technical issues.
• 3+ years of IT support experience and strong technical aptitude for PC, Mac, and mobile devices with a willingness to learn.

Specific Technical Experience:

• Strong troubleshooting experience with O365 (SharePoint, Outlook, Teams, Excel, etc.)
• Experience with cloud-based storage such as OneDrive to export and import files, transport bookmarks, etc.
• Experience researching technical issues using a knowledge base or alternative methods.
• Windows 11 troubleshooting experience (e.g., driver updates, checking for drivers, reinstalling drivers, etc.)
• Device management using Jamf and Endpoint, or equivalent tools.
• Ability to type in serial numbers to wipe computers, look up user details, etc.
• Asset and device management
• Strong organizational skills and attention to detail is a MUST — must have experience with a ticketing tool, how they manage tickets, detailed documentation, and cross-referencing different systems.
• Team player mentally looking for someone who cares about culture and their peers, is eager to learn and grow within the company, and enjoys working in a team setting.
• Mac troubleshooting experience
• Any experience working in an AppleCare setting (phone or Genius Bar)
• Experience with company portal
• Experience with Dynamics for ticketing
• Experience with Microsoft Managed Device (MMD) issues (e.g., error messages, etc.)
• Experience working on a large Lifecycle Management project.

About the company

Established in 2000, LanceSoft is a Certified MBE and Woman-Owned organization, and a pioneer in providing premium end-to-end Global Workforce Solutions and IT Services to diverse clients across various domains.

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