Entry-Level Support Technician

Paragus Strategic IT•Worcester, MA

3d•$45,000 - $55,000•Onsite

About The Position

Paragus IT is the largest outsourced vendor in the Pioneer Valley, and we are just getting started. We aspire to be serving 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren’t afraid to do the hard work required to get there. We’re looking for someone that’s eager to learn more about IT and the “Paragus Way”, to join our team as a Rapid Response Agent!

Requirements

Entry-level IT experience
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
Ability to swat away a nerf dart while troubleshooting an issue
Excellent listening, verbal, and written communications skills
Ability to work independently to prioritize your efforts and manage your time effectively
Exceptional customer service and de-escalation skills
Work experience in a customer service job (call center is a plus!)

Nice To Haves

Prior technical training and/or entry-level IT experience
Ability to multi-task
Ability to work independently, prioritize work, and manage time effectively
Team player
Smart, creative, and willing to share ideas
Love beer, coffee, or tacos

Responsibilities

Act as the first point of contact for customer intake, asking all the correct questions to determine the real issue at hand
Create the cases for the incoming customer issues
Assist customers with pre-documented entry-level tasks, such as password resets and other quick fixes
Escalate cases as needed when a task is either undocumented or if the task will exceed 30 minutes