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Form of workThis position is classified as salaried, exempt. The hiring salary range for this role is anticipated to be $40,000-$44,000 dependent upon experience and qualifications.
Roles and Responsibilities:
Qualifications (Minimum and Desired):
Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
DeSimone is an equal employment opportunity (EEO) employer.
Roles and Responsibilities:
- Provide Tier 1 and 2 helpdesk support on-site and remotely across global locations.
- Prioritize incidents and service requests according to defined processes to meet specified SLAs.
- Provides technical support to teammates by researching and responding to questions, troubleshooting problems, and maintaining workstations.
- Serve as the first point of contact to teammates seeking technical assistance over the phone, email, DM, or ticketing system.
- Keep accurate notes of issues and troubleshooting steps taken within the ticketing system.
- Assist with maintaining IT and end user knowledge base.
- Escalate unresolved issues to the next tier of IT support staff.
- Pass on any feedback or suggestions by teammates to the appropriate internal team.
- Configure, maintain, troubleshoot laptops, printers, mobile devices, iPads, and other computer equipment.
Qualifications (Minimum and Desired):
- AA/AS preferred in Information Technology or related field with 2+ years in a customer support-driven role.
- Exceptional customer service skills, including the ability to empathize with end-users, actively listen to their concerns, and provide clear and effective solutions to technical issues.
- Knowledge of commonly used concepts, practices, materials, and procedures.
- Excellent communication skills, both written and verbal, with a focus on detail and a proven ability to work collaboratively in team environments, along with a strong sense of urgency and initiative essential for success.
- Bilingual speaking and writing skills (Spanish) is preferred.
Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
DeSimone is an equal employment opportunity (EEO) employer.
