IT Support Specialist Level I: Network & Tickets

Creative Realities Inc; Berrytown (KY); Sur place; USD 57 308 000 - 71 635 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Life insurance

Disability insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Holiday pay

Résumé du poste

Creative Realities Inc. is seeking a Support Specialist, Level I in Louisville, KY. This role manages customer networks, processes tickets, and performs basic diagnostics.

You will coordinate with Level II/III, PMO, and field technicians to ensure timely resolutions and strong customer satisfaction. Responsibilities include monitoring SLAs, performing remote troubleshooting, creating service orders, and maintaining thorough documentation.

Qualifications

• 2+ years in help-desk/call-center IT environment preferred.
• Diploma or equivalent required.
• Knowledge of Windows, iOS, Linux and more.

Responsabilités

• Monitor client networks and end-point activity.
• Answer inbound calls and emails within SLA and standards.
• Remote troubleshooting with standard scripts and routing.
• Close and document service tasks with detailed records.
• Maintain communication with clients throughout the service process.
• Escalate to Level2/3 Support when needed.
• Dispatch technicians for on-site visits and coordinate schedules.
• Work with field techs for troubleshooting and installations.
• Assist with warranty claims and replacements with vendors.
• Create quotes for replacing out-of-warranty equipment.
• Adhere to company billing on approved quotes.
• Ticket maintenance and reporting.

Connaissances

Verbal communication

Written communication

Multi-tasking

Team player

Customer service

Networking knowledge

Windows

iOS

Linux

Formation

Diploma or equivalent

Outils

CRM system

Ticket management

Description du poste

Creative Realities Inc. is seeking a Support Specialist, Level I in Louisville, KY. This role manages customer networks, processes tickets, and performs basic diagnostics.

You will coordinate with Level II/III, PMO, and field technicians to ensure timely resolutions and strong customer satisfaction. Responsibilities include monitoring SLAs, performing remote troubleshooting, creating service orders, and maintaining thorough documentation.