Managed Services Help Desk Technician

Stratix Systems is growing and seeking a mid-level or industry experienced Managed Services Help Desk Technician to join our team!

Our Managed Services Help Desk Technician is responsible for resolving incoming requests for technical assistance on standard commercial and proprietary computer applications. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements in the Managed Services Help Desk Technician role. Consistent customer care, quality standards, and reporting requirements are core competencies of the position.

DUTIES AND RESPONSIBILITIES include but are not limited to

Call Handling

• Provide comprehensive remote technical support services to Stratix clients
• Work within Key Performance Indicators, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
• Take all steps to troubleshoot issues reported. Resolve issue or escalate appropriately.
• Take all necessary steps to ensure customer satisfaction throughout the call

Call Logging

• Create and submit detailed call logs documenting customer interactions in ConnectWise. Accuracy, thoroughness, and timeliness are key call logging components
• Confirm and update customer profile information as needed

Escalation

• Follow all documented escalation procedures, including hand off times, for issues requiring intervention/escalation
• Promptly notify management of any potentially “dissatisfied” customers

Open Calls

* Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.

Knowledge

• Proactively seek and possess business acumen for all clients supported
• Maintain technical proficiency in all applications utilized by clients supported
• Organize and utilize all support resources provided

Achieve continuing education requirements and stay current with the field

* Display a wide degree of creativity a...