Support Center Analyst
Location USA, Baltimore
The Tier I support team serves as the single point of contact for KLIK solutions MSP to answer phone calls and emails. The Support Team is expected to open incidents, or service request records using the ConnectWise ticketing system for all calls, emails, voicemails.
Position Responsibilities:
Provide helpdesk / technical support for local and off-site users
Manage and monitor problem tickets, analyze incidents and determine support required
Apply diagnostic techniques to identify problem, investigate cause and recommend solution
Maintain database utilizing ticketing system of calls and messages requesting assistance
Maintain and monitor incident records in system and assist towards achieving resolution when reviewing incident records
Provide feedback on issues for team knowledge database
Document IT requests in tracking system, record actions and follow up on deferred actions
Keep customers informed of progress and status of calls/tickets throughout resolution
Collaborate with customers and co-workers to diagnose and resolve problems
Troubleshoot, analyze, resolve, track, escalate and document technical problems
Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate
Resolve customer issues within 20-minute timeframe or escalate for resolution (Tier 1, Tier 2, Tier 2 or Technical Services)
Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps
Assist and participate on new project(s) testing and deployment/delivery
Respond to users in friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLA’s
Candidate Experience Requirements:
A minimum 2 years’ experience in a Help Desk / IT Support role is required
Sound knowledge of computer hardware/software, mobile devices, operating systems, and networking related technologies is required
Knowledge of MS Office Suite (Outlook, Word, PowerPoint, Excel), MS Exchange, Active Directory, and mobile devices (Android)
Excellent verbal and written communication skills, phone etiquette, data entry
Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism always
Flexible M-F schedule, occasional Saturday-Sunday on rotating basis
We offer:
Work with modern technologies
Opportunity for personal and professional growth
Paid vacation and sick leave
Reasonable reimbursement of taxi when working at night
**Candidates who possess their MCP (Microsoft Certified Professional), CompTIA A+ and/or HDI certifications are preferred (OR able to obtain within 6 months of hire). Fill out the form above the submit your Resume.***