IT Customer Support Representative

IT Customer Support Representative

Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing.

Job Description

Job Title: IT Customer Support Rep

Duration: 1 Year

Location: Painted Post, NY

The IT Service Desk Agent will provide technical assistance and support for incoming requests and problems related to computer systems, software, hardware and infrastructure.

The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7 and Office suites.

Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.

Problems/requests range from simple to complex; the candidate will analyze each request or symptom(s) and provide optimum resolution/fulfillment for each customer in a prompt and efficient manner.

Performance is measured on a variety of key performance indicators, including First Call Resolve, SLA, and customer service.

The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines.

This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts.

The IT Service Desk Agent will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested).

Excellent communication skills, phone presence, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.

Qualifications

Manager Must Have: Strong technical skills, customer service background, excellent communication skills, ability to multitask.