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Finish Line Staffing Services
Published
July 28, 2022
Location
Lowell, MA
Category
Job Type

Description

Our client, a provider of performance management products, has an immediate opening for an ITCS First Touch Specialist. This role will provide day-to-day first touch phone and walk-up support for IT hardware, software, and networking inquiries coming from 2500+ global employees.

Responsibilities:

  • Respond quickly to requests for all IT issues.
  • 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.
  • 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.
  • Support services including 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 help desk experience
  • Entry level experience in the support of Microsoft- and Macintosh-based equipment
  • Strong interpersonal skills with a passion for customer service
  • Able to lift computer hardware, ranging from 0-30 lbs and up to 50 lb assisted
  • Standard day shift, on-premise work location
Apply
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