Job Description:
• Provide technical support directly at client locations and by phone as assigned
• Follow documented procedures, monitor ticket queues, and ensure service level agreements (SLAs) are met
Requirements:
• Document all activities, projects, and tickets daily in the ticketing system
• Handoff and document in-progress tickets before the end of each shift
• Monitor ticket gateway and designated queues
• Escalate issues according to IT Glue documentation
• Create or update IT Glue articles with new customer findings
• Communicate with vendors to resolve outage issues
• Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction)
• Maintain established ticket SLAs as defined by manager
• Maintain customer satisfaction (CSAT) scores as defined by manager
• Submit weekly timesheets by end of shift Friday
• Work and document established billable hours each week
• Be available for scheduled on-call rotations
• Meet annual goals and objectives set in HRIS with quarterly reviews
• Ticketing software: Incident management and time tracking
• Remote system access: Running scripts and pushing approved actions
• Active Directory: Basic knowledge of security groups, group policy fundamentals, domain controllers
• Virtualization: Basic knowledge of VMware/Hyper-V for user incident support
• Microsoft Windows/Servers: Basic knowledge in patching, maintenance, and differentiating physical vs. virtual servers
• Networking: Basic troubleshooting skills (DHCP, DNS, ping, nslookup, traceroute).
• Ability to handle equipment, talk, hear, read, write, and interpret documents
• Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations)
Benefits:
• 9 paid holidays
• 401K Retirement with matching contributions
• Excellent medical, vision and dental insurance
• Life insurance and disability insurance
• Cell phone stipend
• 3 weeks PTO