IT Triage Tech

The Triage Tech works as a member of the Triage Team within the Reactive Services division to provide support services to clients. The position is highly client-facing, providing technical support via telephone with outstanding communication and client service skills. The Triage Tech resolves Level One support requests quickly and escalates more complex technical issues.

Essential Duties & Responsibilities

Client Service

• Provide responsive client service. Answer client tech support calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner
• Perform all duties with the goal of building and maintaining long-term client relationships
• Maintain exceptional client service, understanding client satisfaction and perception

IT Service and Support Functions

• IT support services for Level One technical issues such as password resets, basic PC issues, connectivity, and other "quick fix" support requests
• Perform other related technical duties as assigned

Documentation, Reporting and SLA's

• Update service tickets with detailed notes and descriptions of work performed
• Ensure that service ticket data fields are correct and complete
• Escalate any support requests outside of Level One scope

Professional Development

• Routinely take self-paced training in technologies relevant to the team
• Obtain industry certifications on a consistent basis

Administrative

• Enter all time worked on the appropriate service ticket

• Enter time worked on each ticket daily
• Submit time sheets on a weekly basis, due by Saturdays at 12P

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.

Core Competencies

• Ability to communicate and work effectively with end users over the phone
• Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
• Exemplify professionalism and business etiquette in all communication with client end users and colleagues
• Critical thinking and problem-solving skills
• Organized and detail-oriented
• Strong team player

Technical Skills

• Basic Windows workstation repair, maintenance, malware removal, and deployment
• Office 365 account and client support
• Wireless connectivity for mobile devices and workstations
• Mobile devices - smartphones, tablets and laptops

Education and/or Experience

• College or Technical degree preferred
• CompTIA certifications preferred
• Microsoft Technology Associate (MTA) preferred

Language Skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Certificates, Licenses, Registrations

• Valid Driver's License

Physical Demands

• Regularly required to use hands to operate computer keyboard and telephone
• Frequently is required to walk and sit
• Moderately required to stand

• Occasionally needs to lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus

Business Behavior / Anti-Trust

• Do not discuss proprietary information (Company's or client's) or business in general outside of work requirement
• Do not discuss company prices or terms of sale unless with client in act of performing job
• May not divulge any confidential personnel/corporate policy including discussion of performance reviews or salary
• Will not engage in unprofessional conduct