TECHNICAL SUPPORT REPS! - Full-time

Job Description
The Service Desk Tech is the first line of support for our clients customers. They have the primary responsibility for receipt, triage, and resolution of customer requests and issues. This position requires excellent writing and oral communication, troubleshooting, and documentation skills. The Service Desk Tech must have an understanding of computer support best practices. They also must be able to multitask and organize their work effectively in order to meet their daily, weekly, and monthly goals.
Responsibilities:• Receive inbound customer contacts and use documented procedure, personal experience, and publicly available information to triage and resolve the customer's issue or request.• Document all activities and time spent in the appropriate system of record.• Escalate issue where needed to management or other technical resources.• Identify and update internally maintained procedures where inaccuracies are found.• Provide feedback and update existing procedures. Identify opportunities for improvement in service.

Monitor customer and internal systems.
• Use third party and native applications to monitor supported systems and services.• Investigate and attempt to resolve any received monitoring alarms.• Document all activities and time spent in the appropriate system of record.• Escalate issue where needed to management or other technical resources.
Support is primarily delivered remotely to the customer. Occasional travel to a local customer location may be required.
Job Qualifications:

Working knowledge of IT support concepts and practices.

Analyze information provided by customers, review system logs, and perform investigation to:

Define the problem or request
Identify potential workarounds
Identify patterns or relationships
Create solutions and resolve issues
Able to independently research support scenarios, read technical documents, and apply knowledge to resolve customer issues and requests.

General knowledge of IT technologies including Server Operating Systems, Databases, Networking, and Client/Server applications.

Write clear and well understood case notes on work performed.
Perform effectively in environments with frequent workload changes and competing demands.
Work independently and follow through on assignments with minimal direction.
Identify critical situations and perform the appropriate steps in response.

Preferred Qualification:

Certifications relevant to IT services.


Staffmark is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, citizenship status, disability or veteran status.

•Working knowledge of IT support concepts and practices. •Analyze information provided by customers, review system logs, and perform investigation to: •Define the problem or request •Identify potential workarounds • Identify patterns or relationships •Create solutions and resolve issues • Able to independently research support scenarios, read technical documents, and apply knowledge to resolve customer issues and requests. •General knowledge of IT technologies including Server Operating Systems, Databases, Networking, and Client/Server applications.