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Finish Line Staffing Services
Published
September 1, 2022
Location
Littleton, MA
Category
Job Type

Description

Our client, a provider of application optimization solutions for management apps and networks, has an immediate need for an IT Customer Service First Touch Specialist.

Responsibilities:

  • Standard day shift, On premise work location
  • Act as first point of contact for all IT issues, quickly responding to requests
  • Follow scripted IT handling/engagement procedures
  • Triage and categorize incidents and requests, ensuring all tickets are properly documented and assigned
  • Use remote support tools to further diagnose and troubleshoot issues at remote locations
  • Route issues not resolved on initial contact to the correct team for resolution
  • Partner with ITCS Enablement Team and others in IT to ensure proper handoffs and follow through
  • Educate end users on self-service support tools and best practices
  • Assist in documentation of troubleshooting procedures that can be shared in the knowledge base
  • Assist in identification of trends in incidents, recommending review of recurring issues
  • Service supported include hardware (desktops/laptops, mobile devices, printers, file shares), video-conferencing, WAN and VPN networks and phones, business applications, Active Directory administration, and collaboration tools such as Office365 and email

Requirements:

  • Minimum of 1 year helpdesk experience
  • Entry level experience in the support of the Microsoft and Macintosh based equipment
  • Strong interpersonal skills with a passion for customer service
Apply
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