Remote IT Service Desk

Summary

Join our team as an IT Specialist to help support IntellaTriage's growth and improve technical support. This newly created role will assist with defining infrastructure strategy, deploying new systems, and providing technical assistance to customers.

Requirements

• 1-2 years experience working in IT
• Some experience with Azure/M365
• Some experience with endpoint (Laptop) deployments
• Knowledge of computer systems, security, network and systems administration (Azure), databases, data storage systems, and VOIP systems
• Strong critical thinking and decision-making skills
• A grasp of IT infrastructure and operations best practices
• Experience working with remote workforce and users of all levels of technical aptitude

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements in procedures
• Perform the IT portion of new employee training & onboard

Benefits

Competitive Benefit Package