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Information Technology Help Desk Technician I

Company: Critical Edge
Location: Jonesboro
Posted on: May 14, 2022

Job Description:

IT Service Desk TechnicianHours: M-F 8am-5pmRegional IT Security and MSP Critical Edge Inc. is seeking a motivated, dynamic individual looking for a jumping off point to begin their journey as an IT professional. The IT Service Desk Technician will be the first person customers interact with when requesting assistance and will provide a variety of technical support to end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. The ideal candidate will be both friendly and professional with a strong grasp of the technical prowess needed to assist the user. The IT Service Desk Technician provides exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention.Accountabilities:

  • Answering user ticket requests via phone, email and CRM systems
  • Desktop support including, but not limited to, break/fix, password reset, PC troubleshooting, Windows administration, network and internet support, new account creation and new PC setup
  • Accurately document all customer interaction, research and resolution.
  • Acquire product knowledge to competently demonstrate the products and services we sell
  • Assist customers with installation of product user interface and site navigation.
  • Provide login, search, usability, and technical support for multiple proprietary products and services
  • Provide high quality customer support to internal and external customers via phone, email, and chat
  • Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
  • Active monitoring of IT systems for problems/abnormalities
  • After hours on call service on a rotating schedule
  • Escalate issues to second level team when necessary
    Qualifications:
    • Customer service training or equivalent training
    • Strong customer focus to interact with customers
    • Problem Solving and basic technical skills
    • Excellent Customer Service skills. Excellent written and verbal communication skills.
    • Strong organizational skills
    • 40 hour work week; minimal travel.
    • Preferred 2 or 4 year degree or equivalent industry certification (training provided)
    • Prefer some previous trouble ticketing or CRM based experience
    • Ability to multi-task and handle incoming calls as well as emails
    • Customer Service / Team Player oriented
    • Professional attitude and positive demeanor at all times.
    • Ability to work independently on assigned projects.
    • Preferred: Familiar with Excel/Word/Outlook/PPT/Access/Visio/WebEx/Lync/Skype
      Required:
      • Ability to legally work in the United States
      • Ability to pass a background check
      • Reliable transportation
        Critical Edge (www.criticaledgetech.com) is a leader in providing physical security resources (Video Surveillance, Access Control, Cyber Security) and management to Critical Infrastructure customers across all industries and government facilities. Combining cutting-edge technology, unique cyber security offerings and advanced analytics, we provide products and services that address evolving client needs in the physical security sector while upholding the highest standards of security and privacy. Critical Edge is a privately owned company located in Peachtree Corners, GA. Critical Edge is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

Keywords: Critical Edge, Jonesboro , Information Technology Help Desk Technician I, IT / Software / Systems , Jonesboro, Arkansas

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