Triage Help-Desk Tech- Entry-Level

RCS Professional; Marietta (GA); Presencial; USD 30 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Paid Time Off

401K matching

Health, dental, vision insurance

Resumo da oferta

RCS Professional in Marietta, GA seeks a Triage Technician to handle incoming help-desk requests, triage tickets, and coordinate with field engineers for on-site resolutions. You will maintain client communications and keep CRM records up to date.

The role requires strong customer service mindset, teamwork, and the ability to prioritize tasks in a busy IT support environment. Bachelor’s preference and IT certifications are a plus.

Qualificações

• Strong communication and interpersonal skills.
• Ability to work in a collaborative environment.
• Proven analytical and problem-solving abilities.
• Customer service experience is a plus.

Responsabilidades

• Provide and maintain superior customer experience through ongoing communication with clients, vendors, and support staff.
• Respond to help-desk requests via ticketing system and triage ticket details.
• Coordinate with remote team to dispatch on-site engineers as needed.
• Maintain CRM and ticketing records and follow up on tickets.

Conhecimentos

Communication

Team player

Prioritization

Problem solving

Customer service

Formação académica

Bachelor's degree preferred

A+ / Network+ / ITIL certifications

Descrição da oferta de emprego

Premier Managed IT Service Company that delivers IT products and services to small businesses in the New York metro and Georgia area, is looking to add a triage technician in our Atlanta office. We are looking for the best and brightest; a hardworking and dedicated individual to join our growing team. This position will provide growth opportunities to other senior technical client-facing roles of our firm.

We demand people who:

• Care about our clients
• Are passionate about what they do
• Are team players, and willing to help other team members
• Believe in doing things right the first time
• Are dedicated to continual improvement
• Embode positivity

Everyday Duties

• Provide and maintain superior customer experience through effective ongoing communication, with clients, vendors, and our technical support staff
• Respond to incoming phone calls and email help-desk requests using our ticketing system
• Triage incoming help desk requests by defining proper ticket details including contact and location information, type of request, issue severity, impact, and urgency, etc.
• Identify and learn appropriate software and hardware being used and supported by our clients
• Liaise with our remote help desk support team to dispatch on-site field engineers to client sites for issue resolution, and other IT field assignments.
• Communicate with vendors on open tickets on behalf of our clients and engineers
• Maintain CRM and ticketing system
• Research questions, issues, and concerns as directed by management
• Provide thorough follow-up on tickets to ensure satisfactory completion

Qualifications

• Superior communication skills
• Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks
• Good understanding of the organization's goals and objectives
• Experience working in a team-oriented, collaborative environment
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Proven analytical and problem-solving abilities
• Customer service orientation (Previous customer service experience a plus)

Education Requirements:

• Bachelor's degree preferred --- Students welcome
• A +, Network +, or ITIL certifications a plus

Job Type: Full-time

Salary + Benefits:

• $30,000.00 - $32,000.00 /year

Some of Our Benefits include

• Paid Time Off (PTO)
• Matching 401K
• Subsidized individual & family health, dental, and vision insurance plans
• Ongoing company-funded professional development & education allowances
• Much more!