IT Support Technician

Visual Edge Corp - Palm Desert, CA

Full-time - Entry Level

Palm Desert, CA

501-1,000 employees

Merchant Wholesalers, Durable Goods

About the position

Join Visual Edge IT, where technology meets excellence. We're embarking on a mission to build a winning team, and our partnership with the Pro Football Hall of Fame exemplifies our dedication to achieving greatness. As a member of our team, you'll not only contribute to groundbreaking projects but also have the chance to showcase your skills and be recognized for your achievements. With over 20 years of experience and a nationwide presence, Visual Edge IT provides unbeatable managed IT services, cybersecurity solutions, and document workflow innovations. Join our team of over 1,000 passionate professionals and become a game-changer in the world of technology. With a focus on employee empowerment and a supportive work environment, Visual Edge IT is where champions thrive and new heights are reached.

Responsibilities

• Serve as an escalation point for the Service Desk when on-site presence is required or when a specific skillset is needed to resolve a customer's issue.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions to offer the best solution to the customer based on the nature of the issue.
• Assess the issue to determine if on-site presence is required for resolution.
• Manage the ticket handling process for customers and effectively use team resources to drive tickets to resolution, maintain performance metrics, and ensure customer satisfaction.
• Maintain customer equipment to the highest standards.
• Walk customers through the problem-solving process as needed.
• Provide customers with the highest level of service by employing prompt responses and effective communication.
• Record events, problems, and resolutions in the ticketing system.
• Represent Visual Edge Technology professionally to all involved parties including customers, prospects, and outside vendors or partners.
• Adhere to and commit to Visual Edge Technology Core Values.
• Timely and accurate completion of reports and documentation.

Requirements

• Experience in IT support or a related field.
• Strong troubleshooting skills for both remote and onsite support.
• Excellent communication skills to interact with customers and team members effectively.
• Ability to manage multiple tickets and prioritize tasks efficiently.
• Familiarity with network and server issues.

Nice-to-haves

• Relevant industry certifications such as CompTIA A+, Network+, or similar.
• Experience with ticketing systems and customer service best practices.
• Knowledge of cybersecurity principles and practices.

Benefits

• Competitive salary and performance bonuses.
• Opportunities for professional development and training.
• Supportive work environment with a focus on employee empowerment.