Owning the Tier I service desk queue and properly receiving, prioritizing, documenting, and actively resolving end user service requests
Answering queries and addressing system and user issues in a timely and professional manner at the Tier 1 level
Escalating Tier 2 and Tier 3 issues effectively
Owning and maintaining IT hardware and logistics. Hardware needs to be sent and received; this job role will be the primary source of handling IT logistical needs.
Assisting the IT Department in various projects and tasks when needed

Requirements

Must have 1-2 years prior experience in a customer service role
Must have general IT experience with Windows and Mac Operating Systems and hardware. Can navigate and explain both Windows and MacOS systems.
Experience supporting customers remotely and in person
Strong time management and organizational skills
Strong business writing/oration skills
Prior experience in a Tier I IT support role is a strong plus
Shipping/Receiving experience is a strong plus

Benefits

Flexible time off
401k to help you save for the future
Generous medical, dental, and vision coverage for full-time employees and their dependents
A parental leave program that includes options for a paid night nurse, and a gradual return to work
Infertility/ assisted reproductive services benefit
Employee referral bonuses to encourage the addition of great new people to the team
Snacks and beverages in the Office, along with fun events to celebrate
Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Windows Operating SystemMac Operating SystemIT supportcustomer serviceremote supporthardware logisticsdocumentationprioritizationissue resolutionshipping and receiving

Soft Skills

time managementorganizational skillsbusiness writingcommunication skillsprofessionalism