IT Support Specialist- Entry Level

TEKsystems • Louisville, KY

340d • $18 - $18

About The Position

The position is responsible for creating a positive customer experience by professionally, accurately, and efficiently handling incoming calls from customers and Field Operations to answer questions and assist in troubleshooting communication equipment, consoles, terminals, boards/auxiliary odds boards, and other equipment. The role includes acting as a back-up operator to ensure the integrity of the client's system, monitoring error logs, system alerts, and communication networks, and reporting errors per guidelines including escalation based on established protocols. Responsibilities also include data entry into the scheduling system, completing daily checklist tasks, acting as a project team member for assigned projects, and monitoring processing errors while performing preliminary troubleshooting. The position requires excellent customer service skills, including timely call answering, proper etiquette, and striving for first call resolution.

Requirements

• Must be at least 18 years of age with a High School diploma or GED.
• Proficient with Microsoft Office, especially Outlook, Excel, and Word.
• Excellent problem-solving skills and a can-do attitude.
• Ability to maintain a calm demeanor in stressful situations.
• Independent self-starter with proven self-motivation.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and pay attention to details.
• Ability to work a flexible schedule including evenings, weekends, and holidays.
• Punctuality and reliable transportation.

Nice To Haves

• Associate’s or Bachelor’s degree.
• Some experience with configurations of consoles, routers, port servers, switches, and printers.
• Some travel may be required.

Responsibilities

• Handle incoming calls from customers and Field Operations.
• Assist in troubleshooting communication equipment.
• Act as a back-up operator to ensure system integrity.
• Monitor error logs, system alerts, and communication networks.
• Report errors and escalate as necessary.
• Perform data entry into scheduling system.
• Complete daily checklist tasks efficiently and accurately.
• Act as a project team member for assigned projects.
• Monitor processing errors and perform preliminary troubleshooting.
• Enter every incoming call and email as a Service Desk ticket.
• Provide excellent customer service and updates to customers.

Benefits

• Medical, dental & vision insurance.
• Critical Illness, Accident, and Hospital insurance.
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions.
• Voluntary Life & AD&D insurance for the employee and dependents.
• Short and long-term disability insurance.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Paid Time Off (PTO), Vacation, or Sick Leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED