IT Support Specialist
Sourcewell
AndroidAzure
Help Desk Analyst
Crossfuze
full-time
Posted on:
Location Type: Hybrid
Location: Minnetonka • Minnesota • 🇺🇸 United States
Visit company websiteSalary
💰 $19 per hour
Job Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems
- Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
- Document all customer interaction with high attention to detail and accuracy
- Update all tickets according to Service Level Agreements (SLA)
- Understand and follow Crossfuze’s Delivery Process: incident management, problem management and change management
- Recognizing and escalating more difficult problems
- Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
- Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
- Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
- Assist with coaching/ training as needed
- Other duties as assigned
Requirements
- Experience in a technical support or customer service role preferred
- Bachelor’s degree, technical degree or certifications preferred
- Working knowledge of a variety of technologies including, but not limited to: Windows 7, Windows 8, Windows 10, desktop/notebook hardware, Windows Server and general networking technologies
- Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardware
- Possess an energetic, self-starting mentality with value placed on integrity
- Ability to work as an effective team member with the Crossfuze team, partners and internal staff
- Strong English communication skills, both written and verbal
- Ability and desire to learn new technologies as mutually defined
- Ability to prioritize multiple tasks, anticipate situations, and take quick action
- Ability to type at a speed of 40 words per minute or faster
Benefits
- We want our employees to make their career with Crossfuze. With an emphasis on promoting from within, we provide training and development opportunities to all employees who seek to learn and grow in their careers.
- Working options for hybrid, in-office, and remote settings dependent on the role
- Access to Crossfuze Academy and LinkedIn Learning to grow your career with us
- Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.
- Paid maternity and paternity leave for biological birth and adoption
- Newborn, adoption and fertility assistance
- Additional PTO day for mental health
- Competitive paid time off
- Healthcare Plan
- 401(k) with employer match
- 10 days toward bereavement leave
- Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice.
- While performing the duties of this position, the employee will be required to work in our office in Minnetonka, MN for the first 6 months of training
- Following completion of all training tasks, the employee will be eligible to work in a hybrid setting with flexibility to work both from home and in the office
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingincident managementproblem managementchange managementperformance monitoringdata accuracyWindows 7Windows 8Windows 10
Soft skills
attention to detailintegrityteamworkcommunicationability to learnprioritizationquick actionself-starting mentalitycoachingtraining
Certifications
Bachelor's degreetechnical degreecertifications