Level 1 IT Specialist

Department: IT Managed Services

GENERAL SUMMARY

Our Core Focus: To shape better businesses and communities by providing reliable and stress-free IT support.

Our Core Values:
Professional, Trustworthy, Collaborative, Adaptable, Proactive, Responsive

The number one goal of everyone on our team is to make our Clients exceptionally happy. The Level 1 IT Specialist plays an important role in making sure that happens.

The Level 1 IT Specialist handles the first-level support requests from our Clients, and makes sure that the issue is handled promptly and the Client is informed of what to expect every step of the way.

When help is needed, the Level 1 IT Specialist can collaborate with or escalate issues to other members of the Support Team.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

• Providing a first point of contact for Clients through our helpdesk, be that via phone, SMS, email, or ticket
• Delight our Clients with a friendly, quick, and helpful experience
• Provide the Client with remote troubleshooting
• When remote support isn't possible, onsite support will be provided

TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Thorough ticket notes describing in detail the troubleshooting process, resolution, reason for escalation (if applicable), conversations with Client, etc.
• Manage and record all work through our Ticketing System
• Make sure that Client documentation is well maintained
• Review Teammates’ open tickets and assist with troubleshooting or closure when able

MONITORING & MANAGEMENT

• Review RMM dashboard and apply remediation actions as indicated by our processes
• Review regularly scheduled / automated actions as indicated by our processes

PROJECT WORK

• Occasionally, the Projects Team will need additional resources to help deliver projects either on-site or remotely. When opportunities arise, the Level 1 IT Specialist may be asked to help with project delivery

COMMUNICATION, REPORTING, & RISK

• If no resolution is apparent after exhausting available documentation (including previous tickets, technical team channel, Knowledge Base), escalate tickets to the next level of support
• Communicate to the Client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Identify, communicate, and mitigate potential risks to your supervisor and Clients

TEAMWORK

• Work with internal team members to ensure the workload is balanced and tickets are resolved expertly and efficiently
• Follow our security procedures and keep a vigilant eye for security issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute effectively to the process of innovative change

KNOWLEDGE, SKILLS, AND ATTRIBUTES

• A love of (and ability to) solve problems & challenges
• Great communication skills, founded in being a good listener
• An understanding of support tools, techniques, and how technology is used to provide services
• An understanding of operating systems, business applications, printing systems, and network systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Knowledge of IT Applications, Software, & Hardware
• The ability to speak both in Tech and human
• The ability to keep up with & adapt to the fast-paced IT world
• Must be able to pass a yearly background check

PERKS

• Employee Health insurance with 50% of your base rate covered
• 401k with 3% match
• An easy-going environment and culture (we all enjoy what we do)

CAREER GROWTH

For someone looking to progress their role, the Level 1 IT Specialist naturally leads into more advanced roles such as: Level 2 IT Specialist, Network Engineer, Account Manager, Etc.

Pay: $18 - $25 per hour depending on experience

Schedule:

• Full time
• Monday to Friday
• On call
• Overtime

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k) matching
• Flexible spending account
• Health insurance
• Paid time off

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Elk City, OK 73644 (Required)

Ability to Relocate:

• Elk City, OK 73644: Relocate before starting work (Required)

Work Location: In person