Service Operations Center Specialist

Elite Contracting Group; Petersburg (VA); Presencial; USD 34.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

Short-term disability

Life insurance

Descripción de la vacante

Elite Contracting Group is seeking a customer-focused IT helpdesk professional to answer service and technician calls, manage tickets, and communicate with customers by phone and email. You will review data, understand customer contracts, and coordinate materials for technicians, while assisting with invoicing and quality checks.

The role requires troubleshooting skills, good organizational ability, and experience with a major ticketing system.

Formación

• Troubleshooting skills and ability to fully resolve issues.
• Strong organizational skills and the ability to communicate effectively.
• Ability to multitask and manage requests with short turnaround times.
• Have used a major ticketing system to manage support incidents.
• Helpdesk experience supporting customers or employees in an IT role.
• Experience working with vendors and help lines resolving issues.
• One or more industry recognized certifications or equivalent formal training/education.
• Basic remote troubleshooting, monitoring, and diagnostic tools.
• Basic computer, hardware, and software support.

Responsabilidades

• Answer incoming service/technician calls
• Manage service tickets and follow ups with customers
• Communicate with customers verbally and via email
• Review, compile, and analyze data
• Understand Elite customer contracts
• Identify and request materials for service technicians
• Complete processes for bill of materials, invoicing, and quality checks
• Provide initial troubleshooting support related to software, desktops, servers, network devices, and security and CCTV camera systems
• Perform other duties as assigned

Conocimientos

Troubleshooting

Organization

Multitasking

Ticketing system

Helpdesk experience

Vendor coordination

Certifications

Remote troubleshooting

IT support basics

Educación

Certifications or formal training/education

Descripción del empleo

Elite Contracting Group is seeking a customer-focused IT helpdesk professional to answer service and technician calls, manage tickets, and communicate with customers by phone and email. You will review data, understand customer contracts, and coordinate materials for technicians, while assisting with invoicing and quality checks.

The role requires troubleshooting skills, good organizational ability, and experience with a major ticketing system.