IT Service Desk Technician

$40,000 - $48,000/Yr

Stratix Systems - Wyomissing, PA

Full-time - Mid Level

Wyomissing, PA

Professional, Scientific, and Technical Services

About the position

Stratix Systems is seeking a mid-level Service Desk Technician to provide technical support for clients. The role involves resolving incoming requests for assistance on various computer applications while ensuring customer satisfaction and adhering to performance metrics. The technician will handle call logging, escalation procedures, and maintain technical proficiency in supported applications.

Responsibilities

• Provide comprehensive remote technical support services to Stratix clients.
• Work within Key Performance Indicators, including Average Speed of Answer and Hold Times.
• Troubleshoot reported issues and resolve or escalate as necessary.
• Create and submit detailed call logs documenting customer interactions in ConnectWise.
• Confirm and update customer profile information as needed.
• Follow documented escalation procedures for issues requiring intervention.
• Monitor open call queues and place follow-up calls as necessary.
• Maintain technical proficiency in all applications utilized by clients.
• Participate in client events and perform other customer support tasks as assigned.

Requirements

• Two-year college degree in computer science or information systems or Technical School with up to two years related experience, or equivalent combination of education and experience.
• Strong personal computer skills including Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Problem-solving skills and organizational skills.

Nice-to-haves

• Professional certifications such as those offered by Microsoft, A+, and Network+ certifications are a plus.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance