Desktop Support Technician

Broken Arrow, United States

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IT Technical Support job description template

Desktop Support Technician Summary:

Austin Staffing, Inc. is hiring a customer oriented Desktop Support Technician for our partner in Broken Arrow, OK. The Desktop Support Technician will be pre-processing service requests and troubleshooting desktop issues that the clients have. Our ideal candidate will have working knowledge of Microsoft Office, ConnectWise, and is team oriented. You will be tasked with improving ticket turn around times and the customer's experience as the Desktop Support Technician. If you want to join a company that encourages your professional growth and know how to deliver world class customer service then you could be our next Desktop Support Technician.

 • Respond to all client computer support issues
 • Act as a point of contact for all service requests
 • Handle client request's using all available resources and escalating issues as needed
 • Pre-process service requests as they arrive through email, manual entry, and direct customer input
 • Communicate with customers as required (keeping them informed of incident progress, notifying them of impending changes, and agreed outages)
 • Communicate with all parties in a constructive manner to guarantee customer expectations are met
 • Ensure consistency by enforcing standards and procedures
 • Improve customer service, perception, and satisfaction
 • Can work in a team and communicate effectively
 • Escalate service requests that cannot be scheduled within agreed service levels
 • Responsible for entering time and expenses in ConnectWise as they occur
 • Enter all work as service tickets in ConnectWise
 • Ability to multi-task and adapt to changes quickly

 • Excellent customer service skills
 • Strong troubleshooting and critical thinking skills
 • Previous working experience in IT support 
 • Associate’s Degree in Computer Science or Management Information Systems (MIS)
 • Knowledge of Microsoft Office and ConnectWise (preferred)

Austin Staffing, Inc. is an Equal Opportunity Employer. It is their policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.