Technical Support Technician - IT Concierge Desk Staff

HTC Global Services; Troy (MI); On-site; USD 60,000 - 80,000; Part time

Job summary

A leading company in IT services seeks a Technical Support Technician for its Concierge Desk. This entry-level, part-time role involves responding to customer queries, troubleshooting tech issues, and providing exceptional service to VIP users. With opportunities for career advancement, you will be part of a collaborative team striving for client success while enjoying comprehensive benefits.

Benefits

Paid-Time-Off

Paid Holidays

401K matching

Life Insurance

Short & Long Term Disability Insurance

Qualifications

• Experience handling VIP users or specialized services.
• Strong skills in MacOS and Windows.
• Understanding of current business applications and technology solutions.

Responsibilities

• Responding to customer support queries via phone or remote access.
• Diagnosing and troubleshooting issues with software and hardware.
• Providing follow-ups with users within 24 hours of resolution.

Skills

Good soft skills

Excellent verbal and written communication skills

Problem solving skills

Organizational skills

Teamwork skills

Job description

Technical Support Technician - IT Concierge Desk Staff

Join to apply for the Technical Support Technician - IT Concierge Desk Staff role at HTC Global Services

Technical Support Technician - IT Concierge Desk Staff

Join to apply for the Technical Support Technician - IT Concierge Desk Staff role at HTC Global Services

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HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Job Description

Remote Concierge IT Technicians will be responsible for using best efforts to perform the following:

• Responding to Customer support queries via phone or remote access
• Perform account unlocks and assist with password changes
• Drive users to established support FAQ’s and self-service software portals.
• Provide a warm escalation to the Research Desktop team when the initial support window is close to being surpassed.
• Continual documentation of improvements in coordination with Research Desktop (cadence to be determined).
• Provide initial intake of the reported issue(s) or request(s) and hand off the ticket to the Research Desktop team. When possible, the Remote Concierge IT Technicians will conduct a warm hand off to the Research Desktop.
• Diagnosing & troubleshooting issues with computer software, peripherals, and hardware,Business & custom application issues, and basic network connectivity diagnostics.
• Installing and upgrading software systems.
• Provide follow up with users within the first 24 hours of resolution
• Troubleshooting Windows & macOS operating systems, while directing mobile issues to the mobility team.
• Provide basic intake of V.I.P or EA issues and route the ticket directly to Research Desktop (set ticket priority to 2 when urgency required).
  
  

The Remote Concierge IT Technicians will utilize a pager in accordance with Research Desktop guidance.

• Attending Children’s Research IT meetings as requested.
• Liaise with third-party software support and technology vendors as directed by Research Desktop.
• This is currently expected to be limited to escalating to Research Desktop.
  
  

Any Remote Concierge IT Technician should meet the following requirements

• Evidence of good soft skills. Working experience handling VIP users or providing white glove services with good soft skills would be recommended.
• Working experience handling VIP users or providing specialized services with good soft skills.
• Strong MacOS and Windows skills.
• Understand current business applications and features/benefits of current technology solutions.
• Excellent verbal and written communication skills.
• Excellent teamwork skills.
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
  
  

Remote Concierge IT Technicians

Delivery location: Troy, MI

Coverage: 8:00 AM to 5:00 PM PST (11:00 AM to 8:00 PM EST)

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Part-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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