Job Description
We are seeking a dedicated and dynamic IT Support Specialist who excels in delivering outstanding customer service and is eager to advance their career. In this role, you will provide top-notch IT support to our managed services clients, handling a range of tasks from desktop support to more complex server, cloud computing and networking issues (with assistance from higher-level technicians if needed). This is a mid-level technical position that places a strong emphasis on exceptional customer interaction and personal accountability.
Accountability to KPIs and ownership of one's workload is key. If this sounds like an exciting opportunity, start your application today!
This position will be approximately 60% remote with an estimated 40% of work done in-office or at client sites. The ideal candidate must be located within 30 minutes of Bend OR. or willing to relocate.
Responsibilities:
- Deliver exceptional customer service by configuring, troubleshooting, and resolving desktop, server, and network issues, ensuring customer satisfaction while adhering to recognized best practices.
- Communicate professionally and proactively with end-users throughout the support process, from triage and troubleshooting to confirming resolution.
- Effectively communicate any scheduling exceptions and additional requirements to the Dispatch team.
- Coordinate with third-party vendors as needed to assist in troubleshooting various issues.
- Exhibit a customer-first mentality by actively listening to client concerns and addressing them with empathy and professionalism.
- Maintain a positive and adaptable attitude in the face of challenges, ensuring a calm and solutions-focused approach during high-pressure situations.
- Take ownership of tasks and responsibilities, demonstrating a strong work ethic and a self-motivated approach to problem-solving.
- Collaborate effectively with colleagues to foster a positive team environment, sharing knowledge and supporting each other in delivering excellent service.
- Participate in on-call rotation responsibilities.
- Continuously maintain awareness of the schedule and scheduling appointments.
- Record accurate and timely ticket notes, accounting for 100% of daily time.
Qualifications:
- Previous MSP experience is a significant advantage and will place you at the top of our list. We use ConnectWise Manage and Ninja RMM.
- Strong ability to communicate effectively as part of a team, both with team members and clients, using various communication methods (phone, IM, email, etc.) as appropriate.
- Proven ability to build and maintain strong client relationships, demonstrating empathy, patience, and a customer-centric approach.
- Exceptional interpersonal skills with the ability to engage effectively with a diverse range of clients and team members, ensuring clear and positive communication.
- Demonstrated ability to manage multiple tasks simultaneously, prioritizing work effectively to meet deadlines and maintain high service standards.
- Positive attitude with a strong focus on customer service and teamwork.
- Excellent organizational, time management, and time-tracking skills.
- Ability to work autonomously in a remote environment, demonstrating strong self-discipline, time management, and accountability.
- Ability to adapt to a rapidly changing, fast-paced work environment.
- Proven attention to detail with a strong commitment to maintaining accurate documentation.
- Proven track record of maintaining composure and delivering exceptional service under pressure, even in fast-paced and high-stress environments.
- Professional appearance, reliable transportation, and a clean driving record.
- Some work may be required after hours and on weekends.
- Ability to physically lift and move up to 50 lbs.
- Familiarity with Windows Active Directory is essential, as it is a commonly supported platform across our client base. Ability to support common service desk issues is expected.
- Most clients use Microsoft 365 as their productivity and collaboration platform. Admin-level familiarity with this platform, including licensing scenarios, common sharing/collaboration functionality, and ability to support and manage endpoints with Entra and Intune is required.
- Basic to intermediate understanding of network concepts is expected. You should be able to explain concepts such as DHCP, NAT, port forwarding, and common ports and protocols.
- Familiarity with Apple Mac OS is a plus.
- GreenLoop is primarily a work-from-home company. Outside of scheduled visits to client sites or tasks that require work in the office, employees will primarily work from home. You are expected to maintain a suitable work-from-home environment that is free from distractions and conducive to an efficient workflow. We will provide all necessary work-from-home equipment.
About Company:
Founded in 2011, GreenLoop IT Solutions is an IT Consulting and Managed Service Provider. We serve clients in the Phoenix Arizona Metro Area, Central Oregon, and Portland Oregon Metro Area.
Our Mission is to protect Clients' vision by mitigating cyber risk and accelerating their transition to fast, secure, reliable, and shareable data networks.
We strive to make GreenLoop a great place to work and grow your career. Because of this, we provide company time for training and career development, 8 paid holidays per year, an extra paid day off in the month of your birthday, full medical, dental, and vision for the employee, and 15 PTO days per year. We also provide a matching 401(k) plan (matched up to 4% of your salary).
We are proud that ALL management positions are currently occupied by employees who were promoted from within.
Job Tags
Holiday work, Remote job, Work from home, Relocation, Start working today, Weekend work,