Service Specialist II

Unitas Consulting LLC; Baton Rouge (LA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Mileage reimbursement

Health insurance

Paid PTO/UTO

401k with matching

Remote work opportunities

Training and certifications

Job summary

ITinspired is seeking a Service Specialist II in Baton Rouge to handle initial client interactions, log tickets, and resolve quick issues by phone. The role includes maintaining patch compliance and security definitions, plus producing proactive health reports for clients.

As a senior member of the Service team, you will mentor other specialists and ensure a quality IT experience for all clients, with on-site hours and possible travel as needed.

Qualifications

• Must have a high school diploma; IT experience is a plus.
• Strong communication and time-management skills required.
• Willingness to learn and work with a team in a fast-paced environment.

Responsibilities

• Handle initial client service interactions, answer phone calls, log tickets and resolve simple issues via phone.
• Escalate complex problems to Support Specialist.
• Perform routine checks for patch compliance and security definitions, and prepare health reports.
• Provide mentorship and oversight to other Service Specialists to ensure quality client experiences.

Skills

Effective communication

Time management

Self-motivation

Customer service

Team collaboration

Education

High School Diploma

2- or 4-year degree preferred

Tools

Windows 10

Windows Server 2012-2019

Office 2019/365

Google Workspace

Veeam

BitDefender

Job description

Service Specialist II

Department: Technical

Employment Type: Full Time

Location: Baton Rouge

Description

• Responsible for initial client service experience, fielding incoming phone calls, logging tickets and resolving any initial issues that can be quickly resolved over the phone.
• Any issues that cannot be resolved by the Service Specialist II will be escalated to a Support Specialist.
• Responsible for other maintenance tasks such as routine checks for patch compliance and updated security definitions and producing proactive company health reports.
• Serves as a senior member of the Service team, providing support and oversight for the other Service Specialists and ensuring a quality experience is delivered to all ITinspired client.

Additional Information:

• Work Location: Baton Rouge, LA in the ITinspired office.
• Travel: Some travel might be necessary. Travel expenses are reimbursed. Reliable transportation is required.
• Hours of Operation: Weekdays from 8 am to 5 pm.
• Reporting to Work: Report to our office unless dispatched ahead of time.
• Reimbursements: Mileage traveled for all work related activities is reimbursed along with any client purchases not made on company credit cards.

Education Requirements

• High School Diploma is a minimum.
• 2 or 4-year degree from an accredited college or university is preferred.
• Technical training and experience can substitute for education requirements.

Skills, Knowledge and Expertise

• Communicate effectively and efficiently to clients and co-workers.
• Be self-managed and self-motivated.
• Possess excellent time management skills.
• Maintain a positive mental attitude and be a part of the solution, not the problem.
• Interact with customers, vendors, and co-workers in a kind and friendly manner.
• Meet deadlines under budget and on-time.
• Maintain a neat and tidy working environment.

Preferred Experience:

• Intermediate level hardware and software troubleshooting (In-person, Remote, and Phone Support).
• Documentation and Ticket Management for reported support incidents.
• Basic level user account management, password resets, add/delete email accounts.
• Desktop and Server Administration (Windows 10 and Server 2012-2019)
• Desktop OS: Microsoft Windows 10, MacOS.
• Server OS: Microsoft Server 2012-2019.
• Office Suite: 2019/Office 365
• Email: Google Workspace and Office 365, Microsoft Exchange
• Backup: Carbonite, Cloudberry, Veeam
• Antivirus: BitDefender, Windows Defender
• Cloud Services: Dropbox, OneDrive, OpenDNS, Ninite, Cloudflare
• Certification(s): A+ or Network + preferred

Benefits

• Mileage reimbursement at the current IRS reimbursement rate
• Health/Gym Membership reimbursement up to $25.00 per month.
• Company Paid Time Off (PTO/UTO).
• Company Wellness Program and Initiatives.
• Company paid Health insurance plan (POS Copay or HSA).
• Company paid Dental insurance plan.
• Company paid Vision insurance plan.
• Company paid Employee Assistance Program.
• Company paid Accidental Death & Dismemberment Insurance.
• Company paid Short-Term and Long Term Disability Insurance.
• Company paid Life Insurance Policy for $100,000.00.
• Company Retirement package is 401k with 6% matching on first $100,000.00 of salary.
• Company paid Technical training when available and approved by management.
• Company paid Technical certification vouchers are provided for Microsoft, VMware, Cisco, and Juniper certification exams approved by management.
• Company paid Costco Corporate Membership.
• Quarterly Bonus Structure based on job performance.
• Employee of the Quarter program with Bonus.
• Casual Friday Dress Code.
• Pet Friendly Office.
• Remote work from home opportunities.
• Monthly and Quarterly company paid socials and events.