Systems Support Technician I- (Onsite Carmel, IN or Fort Worth, TX - $22.64/hr) 2 Locations
American Specialty Health
- Carmel, IN Fort Worth, TX
- $22.64 per hour
- Permanent
- Full-time
- Work incoming requests from end users via telephone, e-mail and the ticketing system in a courteous manner.
- Log all Service Desk interactions in our ticketing system.
- Daily review of open or escalated tickets; review/update/follow-up/close open or escalate tickets.
- Work cooperatively with fellow IT members to create and maintain a knowledge base for systems use and develop tools that enable collaboration and information sharing in a virtual environment.
- When required, escalate complex issues to our internal Level 2 team.
- Develop and maintain strong working relationships with various teams within the organization, assisting with projects as needed.
- This position is required to and must be willing to work on-call rotations when needed.
- May need to assemble New Hire equipment kits based on time zone and demand.
- Proficient in imaging and configuring devices for New Hires, Break/Fix replacements, and upgrades.
- Work closely with our local Facilities team and/or other IT team members during implementations of new equipment or software or upgrades.
- Attends team, departmental, and staff meetings to discuss issues and foster teamwork.
- Help update support documentation as our environment changes.
- High school diploma required.
- CompTIA A+ or Microsoft's 365 Fundamentals (MS-900) certification preferred but not required.
- Minimum 1 year experience in a technical support role in a Windows environment.
- Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
- Highly developed and process-oriented problem-solving skills.
- Proven abilities to troubleshoot and diagnose hardware, software and basic technical issues.
- Exceptional interpersonal and communication skills, with a focus on rapport building, listening, and questioning skills.
- Strong telephone and in-person customer service skills
- Maintain flexibility with respect to work schedule and responsibilities.
- Goal-oriented, organized team player.
- Experience working in a team-oriented, collaborative environment.
- Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
- Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
- Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
- Ability to effectively organize, prioritize, multi-task and manage time.
- Demonstrated accuracy and productivity in a changing environment with constant interruptions.
- Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
- Ability to exercise strict confidentiality in all matters.