IT Customer Service Technician

$35,360 - $41,600/Yr

Randstad - Pittsburgh, PA

Full-time - Entry Level

Pittsburgh, PA

Administrative and Support Services

About the position

The IT Customer Service Technician will be a vital part of the university's newly established tech hub, providing first-level technical support to clients through various communication channels. This role emphasizes exceptional customer service and technical proficiency, with a focus on resolving issues on the first contact. The technician will spend a significant portion of their time on service desk responsibilities, including password resets and account administration, while also contributing to store operations.

Responsibilities

• Provide first-level technical support through phone, email, online chat, and walk-in interactions.
• Handle Tier 1 support tasks, including a significant number of password resets.
• Act as a liaison between Tier 1 and Level 2 support.
• Address account administration, network troubleshooting, platform support, and software applications.
• Monitor, track, and resolve customer issues to ensure high levels of customer satisfaction.
• Document all work via a ticketing system.
• Develop self-help materials and manage documentation and knowledge base under supervisor direction.

Requirements

• Associate's Degree in Information Systems or a related field.
• 1+ years of technical support experience.
• Excellent communication skills with a proactive, customer-focused attitude.

Nice-to-haves

• Experience with ITSM tools
• Familiarity with Office365
• Knowledge of Windows OS
• Experience with VPN
• Understanding of laptop/desktop hardware
• Experience with mobile devices
• Knowledge of LAN/WAN
• Familiarity with Video Conferencing solutions
• Experience with IAM platforms

Benefits

• Health insurance
• Incentive and recognition program
• 401K contribution