Analysis Skills, Atlassian JIRA, Communication Skills, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop Administration, Establish Priorities, Google Directory, Help Desk, Identify Issues, Mac Operating System, Microsoft Active Directory, Microsoft Windows Operating System, Multitasking, Network Administration/Management, On Site Support, Problem Solving Skills, ServiceNow, Slack, Technical Support, Time Management, Trend Analysis, Ubuntu, VPN (Virtual Private Network), Wiki, Writing Skills
Introduction
As a member of the Client Services team, you will provide IT support to all end users. In this position, you will be tasked with fielding all incoming support requests, prioritizing and assigning requests to the appropriate party as needed, and ensuring that requests are addressed in a timely manner. You will be part of a team that staffs our onsite support team that services our end users.
Required Skills & Qualifications
- 1-3 years of experience in a similar IT Support role
- Analytical and problem-solving skills to troubleshoot and diagnose issues
- Demonstrated written communication skills to create useful support logs
- Time management skills to provide updates and fixes within a promised time frame
- Multitasking skills to assist multiple employees at once
- Observational skills to recognize warning signs that indicate potential problems
- Customer service skills to interact professionally and positively with employees and coworkers
- High-level knowledge of commonly used software, hardware, and applications
- Experience with Active Directory, Google Workspace products, or similar platforms
- Basic networking knowledge and troubleshooting skills (VPN, DHCP, DNS)
- Windows, Ubuntu, and macOS troubleshooting experience preferred
- Experience with Jira/ServiceNow / Confluence or similar ticketing and wiki services preferred
- Prior work experience at client or in client's Industry
Applicants must be able to work directly for Artech on W2
Day-to-Day Responsibilities
- Provide onsite support 5 days a week
- Manage Tier 1 support requests via emails, Slack, and Jira/ServiceNow Service Desk tickets
- Manage, work, and track tickets in the ticketing systems
- Manage escalations to other IT staff
- Identify and report support trends
- Create, manage, and troubleshoot accounts and access via Active Directory
For immediate consideration please click APPLY to begin the screening process with Alex.