Service Desk Technician I

Abacus Solutions Group, LLC; Fort Huachuca (AZ); On-site; USD 40,000 - 65,000; Full time

Job summary

Abacus Solutions Group is seeking a dedicated technical support professional to assist customers with software, hardware, and network issues at our Fort Huachuca, AZ location. The role emphasizes fast, friendly service and timely resolutions.

You will document actions, manage escalations, and work to meet service levels while keeping customers informed of progress and outcomes.

Responsibilities

• Respond to and resolve customer requests related to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.
• Resolve problems with or without remote tools.
• Consistently achieve First Contact Resolution performance metric.
• Accurately document calls and cases.
• Be aware of customer’s time restraints and work within those time limits.
• Keep customer aware of resolution steps if ticket needs to be dispatched.
• Provide clients with problem reference numbers and request numbers.
• Enter all troubleshooting/resolution steps into the trouble ticket.
• Manage time and workload to meet predetermined service levels.

Job description

Abacus Solutions Group:

We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways to serve our customers and coworkers. Working hard and doing the right thing with integrity means that for every decision we make we first ask, “Is the decision consistent with our moral and ethical principles?" We hire, review, reward and recognize our teammates based on these characteristics, so it is important that you share these values to be part of the team.

Responsibilities:

• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.
• Resolve problems with or without remote tools.
• Consistently achieve First Contact Resolution performance metric.
• Accurately document calls and cases.
• Be aware of customer’s time restraints and work within those time limits.
• Keep customer aware of resolution steps if ticket needs to be dispatched.
• Provide clients with problem reference numbers and request numbers.
• Enter all troubleshooting/resolution steps into the trouble ticket.
• Manage time and workload to meet predetermined service levels.