JUST SOLUTIONS is growing and looking for professional, self-motivated and confident individuals that enjoy helping the less fortunate, digitally challenged of the world. We provide top quality help desk services to businesses in Western NY. You _must_have a pleasant phone manner and the patience of a saint. _ _
_ABOUT US:_We are a Rochester Top 100 Company and Voted Best IT Outsourcing Firm by RBJ Readers in 2017, 2018 and 2019. Our clients are the best and we want our team members to make sure they are treated that way. We provide live phone support from 8 am to 6 pm, Monday thru Friday. Our offices are in a beautiful, company-owned building in Fairport, NY. We have been in business for over 22 years.
PRIMARY RESPONSIBILITIES: * Level 2 support position in our company with direct client interaction * Respond to customer inquiries in a courteous and professional manner * Create, document, and escalate issues and problems according to ticketing standards and SLAs * Monitor assigned tickets and tasks and provide service or escalation as necessary * Provide support for escalated service desk tickets following established protocols * Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support) * Deliver technical customer support over the phone and in person, understands support processes * Perform remote and onsite scheduled maintenance * Accurately enter and maintain case information including notes and resolution * Adhere to departmental policies for reporting and managing requests and change control * Participate in emergency on-call rotation schedule (PAID) * Identify sales opportunities and pass the information to correct team members (PAID REFERRALS) * Submit timesheets accurately and timely * Other duties as required
TECHNICAL SKILLS * Must have a pleasant phone manner and the patience of a saint. Strong interpersonal skills are required * Strong understanding of available tools to assist in daily tasks * Major Anti-Virus solutions like Symantec, ESET, Vipre, Webroot, etc. * Remote Access Tools like LogMeIn, Screenconnect, TeamViewer, VNC * Basic understanding of DNS, Firewalls, DHCP * In-depth knowledge of workstation/server hardware and software troubleshooting abilities * Working knowledge of computer equipment; general understanding of storage solutions * Extremely knowledgeable in troubleshooting and resolving workstation-based software issues with: * _Microsoft Windows 7, 8, and 10_ * _Microsoft Office 2010 / 2013 / 2016_ * _Microsoft Office 365_ * Domain and workgroup environments * Knowledge and understanding of AD, DNS, the Internet and mail flow * Knowledge with ConnectWise is a plus.
SOFT SKILLS: * Strong written and excellent verbal communication skills * Pleasant and professional demeanor in all client and internal communications * Ability to multi-task * Intellectually resourceful with sound judgment and effective decision-making abilities * Independent worker and able to work effectively on daily tasks without direct supervision * Strong organization skills and ability to operate efficiently throughout daily tasks * In general, owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate * Demonstrates empathy with users and professionalism at all times * Interacts and communicates with clients at all levels, from executive to IT to end user * Operates with client satisfaction in mind * Energy, enthusiasm and results-oriented
EDUCATION AND EXPERIENCE: * Associates Degree in Computer Science a plus * CompTIA A+ required * 5+ years of relevant experience in supporting computers and/or providing technical support * Customer service experience a plus * Experience within a manufacturing environment is a plus
ADDITIONAL REQUIREMENTS: * Valid drivers license and reliable personal vehicle * All employees are subject to background check random drug tests
WORK ENVIRONMENT/PHYSICAL DEMANDS: * Use of computer and office equipment. * Ability to remain calm in stressful situations * Performs all administrative functions expected at this level. * May include standing, lifting to 50 lbs., bending, sitting or twisting.
Even if you dont meet every requirement in this job description, we still encourage you to apply. Were looking for ambitious team players who will add value and stick with us as we grow - not just candidates who check all the boxes!