IT Support Receptionist – FULL TIME

General Summary:

The IT Support Coordinator is responsible for attaining maximum utilization of internal technical resources through daily scheduling of service requests.

Perform service request intake from clients; assign, schedule and scheduling service engineers for remote service according to urgency, and contractual service level agreement (SLA).

Strong client relations are a must.

Position Responsibilities:

· Act as the single point of contact to the client for all types of service requests

· Coordination of all IT support groups to ensure maximum utilization of billable resources

· Triage service requests as they arrive through email, manual entry, or direct client input

· Schedule internal technical resources

· Improve client service, perception, and satisfaction

· Fast turnaround of client requests

· Ability to work with a team and communicate effectively

· Improve usage and increase productivity of IT support resources

· Escalate service requests that cannot be scheduled within agreed service levels

· Report the utilization of IT Support resources and successful completion of service requests to the Service Manager, or supervisors.

Knowledge, Skills, and Abilities:

· Basic computer and operating system knowledge

· Interpersonal skills: such as telephony skills, communication skills, active listening and client-care

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization’s key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Typing skills to ensure quick and accurate entry of service request details

· Self-motivated with the ability to work in a fast-moving environment

Credentials and Experience:

Previous Client Service or phone related skills; familiarity with computer system support terminology/concepts.

Pay: Base ($10-$14/hr)

Promotion:

• Strong positive client feedback
• Strong positive engineer feedback
• Actively recruits other high-quality engineers
• High utilization of engineering team’s time

Added Benefits:

i.t.NOW, Inc. offers a 401(k)-retirement investment account; i.t.NOW, Inc. will match up to 4% of your workable pay. 401(k) plans offer a good way for employees to save money for their future and to save on taxes.

Employee begins to accrue time off immediately at a rate of 3.08 hours per pay period which equates to two weeks (10 days) PTO your first year. Beginning year 2 through 3, you accrue 3.69 hours per pay period for a total of 12 days PTO. Beginning your fourth year, you accrue 5.23 hours per pay period for a total of 17 days PTO.

i.t.NOW, Inc. offers great health benefits. They include medical, dental, vision, life, supplemental life, and disability insurance. For most, they become effective on the first of the month following 60-days worked. i.t.NOW, Inc. also covers the cost of life insurance for both employee and dependent(s) with a policy of $25,000 for employee and $10,000 for dependents.

Job Type: Full-time

Pay: $10.00 - $14.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person