Darkhorse Tech, Inc.

Analyst

• Monitor and maintain the health of service boards to ensure timely resolution of tickets
• Qualitize new tickets and client responses by gathering all necessary details and assigning appropriate priorities and statuses
• Merge duplicate tickets or update existing tickets based on client input, technician feedback, or ticket history
• Identify and resolve bottlenecks in ticket progression, reassigning or escalating when necessary
• Proactively follow up on unresolved or stagnant tickets to ensure timely closure
• Review and update tickets submitted via phone, email, or RMM platforms to ensure completeness and accuracy
• Provide prompt and professional responses to client inquiries, ensuring high satisfaction
• Communicate ticket progress and resolutions clearly and effectively to clients
• Review ticket and add information to help techs perform basic troubleshooting and quick fixes for end-user devices, network equipment, and system configurations.

Service Board Analyst

IT Support

• Provide excellent customer service via phone and remote technical support
• Walk clients through diagnostic procedures to identify and resolve errors
• Communicate with vendors to request service, update, and resolve open tickets
• Adhere to established methods for responding to and documenting support requests
• Perform maintenance tasks on end user devices
• Provide ongoing user training and self-fix solutions to clients
• Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
• Handle technical requests such as password resets, drive mapping, and user accounts setup
• Provide limited Saturday coverage as part of an on-call rotation schedule
• Perform Tier 1 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more

Help Desk Technician

IT Help Desk Technician

Customer Success Manager

• Initiate regular “touch base” calls (phone-first) with clients to ask: “How’s it going?”
• Capture client issues or requests; triage them, document clearly, and coordinate with internal service teams
• Use surveys, interviews, or ad-hoc feedback to learn client sentiment
• Identify clients at risk of offboarding (through signals: service friction, lack of engagement, etc.)
• Maintain up-to-date records in our CRM / ticketing / feedback tools

Client Engagement Specialist

Technical Project Manager

• Work under the direction of the Project Manager to manage and oversee multiple projects at a time
• Track and ensure timely completion of tasks and tickets
• Communicate with clients via phone and email regarding scope of work and project timelines
• Communicate with third-party vendors via phone and email regarding scope of work and project timelines
• Organize and schedule on-site and remote projects
• Respond to questions and requests from clients
• Assist in creating and updating policies and procedures for our Procurement and Project teams
• Handle sensitive information in a confidential manner
• Train staff members and new hires on our Project team
• Collaborate with the Procurement Coordinator to monitor timeline of ordered parts
• Coordinate travel for Installation Technicians

IT Project Coordinator

• Work under the direction of the Project Manager to manage and oversee multiple projects at a time
• Track and ensure timely completion of tasks and tickets
• Communicate with clients via phone and email regarding scope of work and project timelines
• Communicate with third-party vendors via phone and email regarding scope of work and project timelines
• Organize and schedule on-site and remote projects
• Respond to questions and requests from clients
• Assist in creating and updating policies and procedures for Procurement and Project teams
• Handle sensitive information in a confidential manner
• Train staff members and new hires on the Project team
• Collaborate with the Procurement Coordinator to monitor timeline of ordered parts
• Coordinate travel for Installation Technicians