Service Support Technician

Rochester, NY (http://maps.google.com/maps?q=1000+University+Ave+Rochester+NY+USA+14607-1239) - Information Technology

Job Type

Full-time

Description

General Description

At Conifer, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT service support technician to assist our customers with questions and problems concerning computer systems, hardware, and software. The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem solvers with outstanding communication and customer service skills.

Position Details

Full-Time

Exempt

37.5 Hours per Week

In-office, Rochester Resource Center located at 1,000 University Ave Suite #500 Rochester, NY 14607.

Travel required up to 15%.

Job Description

Customer Support

Listen attentively to customers' questions and concerns and offer optimal solutions.

Provide quick and effective assistance with information technology systems including Microsoft 365, Windows, macOS, iPads, iPhones, printers, and other common workplace applications both remotely and in person.

Perform routine identity and access management tasks (account creation, access removal, password resets, multi-factor

authentication).

Prioritize customer satisfaction in all communications, directing unresolved issues to next level personnel.

Ticket / Asset Management

Utilize the ITSM tool (FreshService) to log, prioritize, and track user requests and incidents.

Ensure timely responses and resolution of issues while maintaining clear and concise communication with customers.

Asset Management in the ITSM tool (FreshService) to include the service desk specific product catalog, vendors, and locations.

Ensure accurate inventorying of all assets under the service desk's responsibility throughout the asset lifecycle.

Documentation

Create and update service desk standard operating procedures (SOPs) to promote efficiency and consistency.

Create and update User Guides to assist customers with troubleshooting minor problems independently.

Collaboration

Collaborate across all IT Practices to escalate and resolve complex issues.

Provide basic training to customers on Microsoft 365 applications and features

Experience

Relevant education, certifications, or professional experience providing technical support.

Proficiency in Microsoft 365 / Office 365 applications and troubleshooting.

Basic understanding of networking concepts.

Windows imaging

Printer support and networking

Knowledge of IP phone systems

Mobile phone management

Education

Minimum 2 years of demonstrable 'hands-on' IT work experience supporting and resolving diverse desktop software and

hardware issues.

Associates/bachelor's degree in computer science, Information Systems or other related field or equivalent work experience.

Industry certifications a plus.

Requirements

Ability to operate in a professional manner.

Light work that may require walking, stooping, crouching, and lifting of 30 lbs. on occasion.

May be sitting for extended periods of time.

Client interaction will be required daily.

Conifer Realty is a professional, service-oriented organization offering a competitive compensation package commensurate with experience, along with excellent benefits that include ongoing training and development, 13 holidays, 15 days paid time off, 401K with company match, medical, HSA, dependent care Flex account, dental, vision; company-paid life, short and long-term disability insurances; and a wellness program.

The salary rage for this position is $55,000.00 - $65,000.00. The actual compensation may vary depending on a wide range of factors, including experience, skills, qualifications, certifications, location, etc. This range does not include additional forms of compensation such as bonuses.

APPLY TODAY via our website link:http://www.careersatconifer. com (http://www.careersatconifer.%20com/) complete our application process and attach your resume. You will hear directly from the hiring manager on next steps in the process. Thank you for your interest in joining the Conifer Team!

Conifer Realty LLC is an Equal Opportunity Employer and does not discriminate on the basis of any legally protected status or characteristic. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.

Salary Description

$55,000.00 - $65,000.00

Conifer Realty LLC

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