Service Specialist II

ITinspired; Baton Rouge (LA); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Mileage reimbursement

Health/Gym Membership reimbursement

Company Paid Time Off

Company Wellness Program

Company paid Health insurance

Company paid Dental insurance

Company paid Vision insurance

401k with 6% matching

Quarterly Bonus Structure

Employee of the Quarter program

Casual Friday Dress Code

Remote work opportunities

Job summary

A technology support company in Baton Rouge is looking for a full-time Service Specialist to handle client calls, log issues, and provide troubleshooting support. Applicants should have at least a high school diploma, effective communication skills, and intermediate experience in hardware/software support. The position offers company-paid benefits, reimbursement for travel expenses, and a positive working environment with remote work opportunities.

Qualifications

• Effective communication with clients and co-workers.
• Self-managed, self-motivated, and positive attitude.
• Maintain a tidy working environment.

Responsibilities

• Field incoming calls and log tickets.
• Resolve initial issues via phone.
• Provide support and oversight for Service Specialists.

Skills

Intermediate level hardware and software troubleshooting

Documentation and Ticket Management

Basic level user account management

Desktop and Server Administration

Communication

Education

High School Diploma

2 or 4-year degree preferred

Technical training

Tools

Microsoft Windows 10

MacOS

Microsoft Server 2012-2019

Office 365

Google Workspace

Job 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.

Positions Available

• Full-Time

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.
• Communicate effectively and efficiently to clients and co-workers.
• Be self-managed and self-motivated.
• 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
• Certification(s): A+ or Network+ preferred

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.

Company Paid Benefits and Perks

• 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.
• 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.