Service Support Technician

Conifer Realty LLC; City of Rochester (NY); Hybrid; USD 48,000 - 64,000; Full time

Benefits offered by this job

Temp to Hire

On-site

Job summary

Conifer Realty LLC is seeking an IT service support technician to assist users with questions and problems regarding computer systems, hardware, and software. The role involves both remote and on-site support in Rochester, focusing on Microsoft 365, Windows, macOS, and mobile devices, with emphasis on customer service and clear communication.

You will log and track incidents using FreshService, assist with identity and access management, and help create user guides and SOPs to improve efficiency

Qualifications

• 2+ years of hands-on IT support experience.
• Proficient with Microsoft 365 / Office 365 applications and troubleshooting.
• Basic networking concepts knowledge.
• Windows imaging
• Printer support and networking
• Mobile device management a plus

Responsibilities

• Assist customers with questions and problems regarding computer systems, hardware, and software.
• Provide remote and in-person support and guide users through configuration and troubleshooting.
• Log, track, and manage requests using FreshService ITSM.
• Create and update user guides and SOPs to improve efficiency.
• Collaborate with IT teams to resolve complex issues.

Skills

Customer service

Problem solving

Communication

Teamwork

Education

Associates/Bachelor's degree in Computer Science or related field

Industry certifications a plus

Tools

Microsoft 365

Windows

macOS

iOS devices

Printers

FreshService

Microsoft Intune

IP phone systems

Active Directory

Job description

Description

Full-Time 37.5 Hours per Week (on site)

Temp to Hire

GENERAL DESCRIPTION

At Conifer, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT service support technician to assist our customers with questions and problems concerning computer systems, hardware, and software. The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem solvers with outstanding communication and customer service skills.

Provide quick JOB and effective assistance with information technology systems including Microsoft 365, Windows, macOS, iPads, iPhones, printers, and other common workplace applications both remotely and in person.

DESCRIPTION

Customer Support

• Listen attentively to customers' questions and concerns and offer optimal solutions.
• Provide quick JOB and effective assistance with information technology systems including Microsoft 365, Windows, macOS, iPads, iPhones, printers, and other common workplace applications both remotely and in person.
• Perform routine identity and access management tasks (account creation, access removal, password resets, multi-factor authentication).
• Prioritize customer satisfaction in all communications, directing unresolved issues to next level personnel.

Ticket / Asset Management

• Utilize the ITSM tool (FreshService) to log, prioritize, and track user requests and incidents.
• Ensure timely responses and resolution of issues while maintaining clear and concise communication with customers.
• Asset Management in the ITSM tool (FreshService) to include the service desk specific product catalog, vendors, and locations.
• Ensure accurate inventorying of all assets under the service desk's responsibility throughout the asset lifecycle.

Documentation

• Create and update service desk standard operating procedures (SOPs) to promote efficiency and consistency.
• Create and update User Guides to assist customers with troubleshooting minor problems independently.

General

• Collaborate across all IT Practices to elevate and resolve complex issues.
• Provide basic training to customers on Microsoft 365 applications and features.
• Administer Microsoft 365 user accounts.

Requirements

EXPERIENCE

• Relevant education, certifications, or professional experience providing technical support.
• Proficiency in Microsoft 365 / Office 365 applications and troubleshooting.
• Basic understanding of networking concepts.
• Windows imaging
• Printer support and networking
• Knowledge of IP phone systems
• Mobile phone management
• Microsoft Intune experience a plus

EDUCATION

• Minimum 2 years of demonstrable 'hands-on' IT work experience supporting and resolving diverse desktop software and hardware issues.
• Associates/bachelor's degree in computer science, Information Systems or other related field or equivalent work experience.
• Industry certifications a plus.