Entry Level Support Specialist

Job Summary:

The Entry Level Support Specialist will assist with technology related requests of varying severity, complexity, and urgency. This role will receive requests made by clients via a helpdesk system, e-mail, telephone, and verbal communications as well as from other members of the Aero team. The Entry Level Support Specialist is responsible for resolving or escalating requests in a timely manner to adhere to service level agreements.

Duties/Responsibilities:

• Receive, handle, and transfer telephone calls.
• Receive and send email communications.
• Resolve technical requests categorized as “Level I Complexity”
• Escalate technical requests categorized as “Level II, III or above in complexity”
• Perform technical maintenance tasks according to schedule and checklists.
• Follow standard operating procedures and guidelines.
• Maintain safe work environments.
• Support all departments in reaching goals set by company leadership.
• Maintain customer service and satisfaction by following company policy and procedures.
• Project a positive image of the organization to employees, clients, industry, and community.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Understanding of technology terms and concepts.
• Ability to troubleshoot and common technical problems.
• Verbal and written communication and interpersonal skills.
• Proficient in office productivity, and communication related software.
• Possess organizational skills and attention to detail.
• Demonstrate  problem-solving skills and logical reasoning.

Education and Experience:

• High School Diploma or Equivalent Required
  
  

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.