Information Technology Support Specialist

Riverstrong; Princeton (NJ); Remote; USD 40,000 - 75,000; Full time

Job summary

An innovative firm is on the lookout for a driven IT Support Specialist to join their dynamic team. This role offers the chance to thrive in a fast-paced Call Center and MSP start-up environment, where you'll wear many hats and provide exceptional customer service. You'll tackle various IT-related end-user support situations, ensuring smooth operations while fostering a positive experience for clients. With a focus on technical growth and ticket lifecycle management, you'll play a crucial role in driving the adoption of new technologies. If you have a passion for helping people and enjoy a collaborative work culture, this opportunity is perfect for you.

Benefits

Paid major holidays

Qualifications

• 2+ years of IT support experience with strong customer service skills.
• Ability to troubleshoot and resolve Level 1 issues effectively.

Responsibilities

• Coordinate and perform remote fixes for end-user tech service requests.
• Manage multi-channel ticket queues to ensure successful resolutions.

Skills

IT Support

Customer Service

Troubleshooting

Incident Management

Technical Support

Communication Skills

Education

High School Diploma

IT Certifications

Tools

Ticketing Systems (Cherwell, Avanti Neurons)

Google Workspace

O365

Windows Desktop OS

Job description

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Riverstrong is seeking a driven IT Support Specialist who possess the grit and energy to help us grow in a Call Center and MSP start-up environment wearing many hats. The ideal candidate will be experienced in an IT Support Call Center environment while maintaining excellent communications, technical support, technical growth, and ticket lifecycle management. You will help customers with IT related end-user support situations and drive the adoption of new technologies. This role is a remote WFH home with possible dispatch to NJ client locations for IT Support.

●Coordinate and perform remote fixes at the desktop/account level, including troubleshooting, installing/configuring software, account access, and all other tech service requests

●Remotely troubleshoot end-user Service Desk/Call Center needs for our retail stores, warehouses, and other locations

●Resolve Level 1 issues with desktops, networks, AD, servers, cloud services, SaaS, permissions, access requests, connectivity issues, hardware failures, etc.

●Manage and own the multi-channel ticket and phone contact center queues to ensure a successful resolution to all assigned tickets

●Communicate with all stakeholders during the ticket lifecycle and escalate as necessary

●Create and maintain a knowledge base/documentation of client processes, network diagrams, and support processes in collaboration with the senior SMEs

●Keep current on the latest technical certifications, technologies innovations, and assist to determine the best investments for the business and our clients

●Create a positive experience for our customers and staff in every engagement but most importantly, have a fun time while doing great work.

What you’ll do:

The path to success in this role will include a passion for helping people in need, the ability to multitask, collaborate, work with a team, attention to detail, end-to-end ticket ownership, and technical competencies in end-user technologies. You also must have in-depth customer service experience, incident management, customer resolution skills, and a pleasant persona over the phone or video.

This role will be working closely with Riverstrong leaders to build excellence in delivering technical support and call center operations. Define the best practice processes, research, and develop the next generation tools to achieve efficiency while making our lives easier.

●2+ years of providing proactive exceptional IT Support customer service, excellent phone presence, ability to deal with all levels of users in a professional manner

●Be friendly and able to smile a lot while working in challenging situations

●Coordinate and perform remote fixes at the desktop/account level, including troubleshooting, installing/configuring software, account access, and all other tech service requests

●Troubleshoot basic IT Service Desk needs for our client offices, retail stores, warehouses, and other locations

●Resolve Level 1 issues with desktops, custom applications, networks, AD, servers, cloud services, SaaS, permissions, access requests, connectivity issues, hardware failures, etc.

●Manage and own the multi-channel ticket queue to ensure a successful resolution to all assigned tickets

●Various shifts, which include Nights and Weekends schedules as required

●Communicate with all stakeholders during the ticket lifecycle and escalate as necessary

●Create and maintain knowledge base/documentation of processes, network diagrams, and support processes in collaboration with Level 2.

●Problem-solve and communicate technical information to non-technical end-users across various industries

●Team player with a strong work ethic operating with a sense of urgency and understanding

●Seek ways to create efficiencies by utilizing technologies in automation tools or scripting of services

●Create a wonderful, positive, and great experience for all our customers in every engagement

What we’re looking for:

Our ideal candidate knows how to take care of an end-user or customer from the first call to the close of the ticket while providing helpful service with a smile to people in need of technical support. But mostly, we like to have fun while delivering exceptional services for our clients.

●Ticketing systems (Cherwell, Avanti Neurons, etc.) experience a major plus.

●Passion for people, collaboration, authentic, and unafraid to learn from mistakes.

●Excel in the fail-fast and continuous improvement methodologies

●Experience with Point of Sale, Google Workspace, O365, Mac/IOS, Android, Windows Desktop OS, tablets, telephone systems, Printers, Scanners, or any typical end-user technologies

●Experience with ITIL, incident management, ticket resolution, and problem management

●Ability to utilize multiple resources to determine root causes and resolutions of technology problems and incidents

●Must be authorized to work for any U.S. employer

What we can offer you:

●Paid major holidays

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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