Associate Help Desk Technician - Arizona

Access One•Phoenix, AZ

60d•Onsite

About The Position

Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience. Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve along with their business. Our custom-tailored solutions can be delivered modularly, or as a complete, end-to-end service; providing an unrivaled level of accountability for our clients’ communications, managed IT and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.

Requirements

Minimum High School Diploma or equivalent
Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One.
Strong organizational and customer service skills
Interpersonal skills: such as communication skills, active listening, and customer-care
Self-motivated with the ability to work in a fast-moving environment
Ability to multi-task and adapt to changes quickly
Ability to work in a team and communicate effectively
Basic understanding of operating systems, business applications, printing systems, and network systems
Basic diagnostic skills of technical issues

Nice To Haves

College level courses in IT and/or certification preferred
PSA/ RMM (Connectwise/Automate) or comparable experience strongly desired
Knowledge of IT applications, processes, software, and equipment
Prior working experience within the IT or customer service field

Responsibilities

Answer inbound phone calls
Respond to tickets/alerts in a timely fashion to keep up with SLA
Provide quality communication with our clients, vendors, and internal team members via phone calls, email, and through our ticketing systems.
Basic technical support including but not limited to: LAN/WAN connectivity, routers, switches, firewalls, WiFi, Active Director, O365, VPN, Terminal Services, and Citrix
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
Maintain internal and/or client-facing documentation as changes or knowledge is found
Detailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
Work closely with team members Help Desk, Field Engineers, NOC, and Project Engineers to triage issues.
Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships
Fast and timely turn around on all customer requests
Ability to work in a fast-paced team environment
Escalating requests to appropriate higher-level team members or departments when needed
Responsible for entering time and expenses as it occurs in our ticketing system
Ability to work independently with locating information to assist a customer/vendor
Enter all communication and work inside a service ticket
Ability to assist and or train other team members when assistance is needed