About The Position
Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues. Using ITIL-based service management processes, they log, classify, and resolve incidents and service requests, including processing move, add, change, and delete account requests. Proactively monitors incidents nearing SLA thresholds, escalating as needed to ensure accountability and timely closure. They identify trends and recurring issues, recommending process, tool, or knowledge base improvements to elevate service quality and reduce incident volumes. This role is critical to delivering reliable and responsive IT support that enhances productivity and minimizes downtime.
Requirements
- In-depth knowledge of IT service desk operations
- Expertise in ticket resolution and escalation
- Strong customer service and communication skills
- Ability to identify and resolve recurring issues
- Analytical skills
- Omnichannel Support
- Successful completion of a US Marshal Clearance
- Must be a U.S. Citizen
Benefits
- Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
- Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
- Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
- Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
- Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
