Technical Specialist (Seattle-On-Site)

TurnPoint Technology•Seattle, WA

2d•$23 - $26•Onsite

About The Position

At TurnPoint, a leading Managed Service Provider (MSP), we are pioneering innovative technical solutions that are transforming the ways businesses operate. Are you someone with a background in customer service looking to break into technology? This role at a fast-paced, boutique IT firm may be for you. No previous tech experience is required, just enthusiasm for technology and a desire to help solve issues. We will provide you with the tech training necessary to succeed at TurnPoint, in this role and beyond. You will function as the face of the TurnPoint Technology Helpdesk team including, fielding calls and tickets, assigning tickets, working on tickets, and escalating client flags or tech issues as appropriate to managers. Monitor own workflow and project tasks. Accountable for accurately triaging customer issues, performing technical work, and thorough internal documentation through to successful resolution and closure. Accountable for escalating key executive and tech issues appropriately to managers.

Requirements

Enthusiasm for technology
Desire to help solve issues

Nice To Haves

Windows 11+
Apple Operating Systems
Microsoft 365, including Microsoft Teams and Microsoft Outlook
Asana
Airtable

Responsibilities

Triaging customer requests over email and phone
Dispatching tasks to colleagues
Scheduling work with customers
Consulting with customers to determine the severity and impact of their issues
Creating procurement requests per TurnPoint’s procedures
Act as liaison between clients and technical staff.
Function as client interface on phones and ticket thread intake including:
Provide in-office support Monday – Friday, 8AM-5PM PT and periodic after hours work as required.
Perform tech tasks as self-assigned and assigned by tech managers, including but not limited to:
Triaging tickets out to technical resources for them to work on
Answering the phone to create tickets and/or triage callers to a technical resource.
Performing audits of our security policies (TurnPoint Security Package), including documenting evidence that polices are correctly configured
Creating and licensing new users and performing changes for existing users
Computer setup for new hires/replacement computers
Shipping and receiving equipment, and ensuring inventory is updated
Traveling to clients' offices for troubleshooting, equipment delivery/setup, and more
Proactively identify, prioritize, diagnose, troubleshoot issues and deliver accurate tech work.
Walk clients through the problem-solving process in plain language terms, on their tech level.
Create, review and maintain tasks owned by self for support of client projects.
Maintain awareness of current work and status, managing tasks through to successful closure.
Create tasks, to contribute to client onsite visits and related meetings.
Ensure proper recording, documentation, and closure of all client inquiries using online tools.
Effectively utilize online tools: ZenDesk, Asana, Airtable, OneNote and other tools as required.
Monitor and update all assigned tickets on a daily basis.
Perform daily client work remotely and onsite at client locations when necessary.
Record and document tech processes to contribute to TurnPoint Tech Manual.
Exemplify and champion superior client communication and service.
Emphasize quality, continuous improvement and high performance.
Enact and champion company policies.
Track, route, and redirect issues to correct resources and internal team for support.
Balance support ticket threads, task execution and project work for timely completion.
Escalate unresolved client queries to the next level of support properly and in a timely manner.
Adhere to workflow best practices: attention to detail, thoroughness, and follow-through.
Train and mentor the tech team.
Obtain and maintain technical certifications as required.
Other duties as assigned.