IT Service Support Technician

KU Telecom LLC; Tampa (FL); Hybrid; USD 45,000 - 65,000; Full time

Job summary

KU Telecom LLC in Tampa, FL, is seeking an IT Service Support Technician for a hybrid on/off-site role. You will handle Tier I/II IT support, onsite/offsite assistance, imaging/deployment, asset tracking, PSA improvements, and ticket administration.

You will document solutions, develop technical documentation for executives and technical teams, and escalate tickets as needed while maintaining a strong focus on customer service and teamwork.

Qualifications

• 3-5 years experience in a high volume support desk environment.
• Excellent communication and documentation skills.
• Team player focused on service excellence.
• Willingness for continual professional development.

Responsibilities

• Answering and handling large volumes of Tier I/II IT Support Desk calls.
• Onsite/Offsite customer support facilitating service desk and end user needs.
• Assist with imaging and deployment workstation efforts.
• Perform & document asset and inventory tracking initiatives.
• Manage ticket escalation from the Level I service desk.
• Provide a high level of service excellence to end customers.
• Develop technical documentation for customer executives and technical teams.
• Deliver technical services to customers in need of complex IT troubleshooting.

Skills

High-volume support desk experience

Excellent communication

Documentation

Team player / customer service

Continual professional development

Tools

ConnectWise PSA

Ticketing system

Microsoft Office Suite

Windows OS (10/11)

Job description

Description

The IT Service Support Technician will work as a member of the Service Team in a hybrid on/off-site role. The primary responsibilities are as follows:

• Answering and handling large amounts of Tier I/II IT Support Desk call volume
• Onsite/Offsite customer support facilitating service desk and end user needs.
• Assist with imaging and deployment workstation efforts.
• Perform & document asset and inventory tracking initiatives.
• Manage ticket escalation from the Level I service desk.
• Provide a high level of service excellence to end customers.
• Work on Professional Services Automation ‘PSA’ (ConnectWise) improvements and automations:
• Assist with Ticket administration
• Assist with Ticket standardizations
• Research, develop, and test PSA automations
• Handle and support Tier I Service Desk requests, including but not limited to:
• Password resets
• Windows 10/11 OS issues
• Office suite issues (Outlook, Word, PowerPoint, Excel, SharePoint, etc.)
• Mobile device (Android/Apple) issues
• Manage customer inventory, as well as shipping/receiving in conjunction with on-site resources
• Develop technical documentation for customer executives and technical teams
• Deliver technical services to customers in need of complex IT technical troubleshooting
• Administer, document and close out customer tickets through ticketing system
• Obtain technical certifications for Company partnership requirements
• Study and evaluate new technologies for both internal and customer facing solutions
• Assist with internal Company IT needs

Requirements

• 3-5 years experience in a high volume support desk environment
• Ability to sit/stand on the phone for extended periods of time
• Ability to follow instructions and work independently
• Excellent communication and documentation
• Work as a team player focused on service excellence
• Willingness for continual professional development