IT Technician I

1w1 week ago

Intelligent Technical Solutions

Dallas, US · Full-time · $32,540 – $48,500

About this role

Join our team as a Technical Support Agent in a highly supportive and collaborative environment. We are seeking a motivated professional who brings strong customer service skills and a commitment to delivering an exceptional support experience. You will provide technical assistance to external clients across a variety of computer applications and platforms.

Handle issues efficiently and professionally while maintaining high service quality. Provide prompt and effective technical assistance via phone or email, ensuring customer service excellence. Log and manage all customer-reported issues in our ticketing system.

Monitor and respond to customer inquiries, lead communication efforts, and ensure timely status updates. Diagnose and resolve technical issues remotely, utilizing available resources for research. Work independently while collaborating effectively within a fast-paced team environment.

Advise users on best practices, follow up for complete resolution, and escalate urgent situations. Create and update client support documentation, knowledge base articles, and problem resolution records. Demonstrate ownership and accountability in dynamic environments.

Requirements

Strong verbal and written communication skills with the ability to provide excellent customer support
Proven customer service experience with a strong understanding of support best practices
Strong analytical and problem-solving skills to troubleshoot and resolve IT-related issues efficiently
Ability to work independently while collaborating effectively within a fast-paced team environment
Experience using help desk or ticketing systems
Working knowledge of Windows operating systems and macOS environments
Experience supporting Active Directory, Azure Active Directory, Microsoft 365, and Google Workspace
Basic desktop and end-user troubleshooting experience, including printers, scanners, and peripheral devices

Responsibilities

Provide prompt and effective technical assistance via phone or email, ensuring customer service excellence
Log and manage all customer-reported issues in our ticketing system
Monitor and respond to customer inquiries, lead communication efforts, and ensure timely status updates
Diagnose and resolve technical issues remotely, utilizing available resources for research
Advise users on best practices and appropriate actions
Follow up with customers to ensure complete resolution of issues
Redirect or escalate problems to the appropriate internal or external resource
Identify and escalate situations that require urgent attention