Service Specialist I

Service Specialist I

Department: Technical

Employment Type: Full Time

Location: Baton Rouge

Description

• Responsible for initial client service experience, fielding incoming phone calls, logging tickets and resolving any initial issues that can be quickly resolved over the phone.
• Any issues that cannot be resolved by the Service Specialist I will be escalated to either a Service Specialist II or a Support Specialist.
• Responsible for other maintenance tasks such as routine checks for patch compliance and updated security definitions and producing proactive company health reports.

Additional Information

• Work Location: Baton Rouge, LA in the ITinspired office.
• Travel: Some travel might be necessary. Travel expenses are reimbursed. Reliable transportation is required.
• Hours of Operation: Weekdays from 8 am to 5 pm.
• Reporting to Work: Report to our office unless dispatched ahead of time.
• Reimbursements: Mileage traveled for all work related activities is reimbursed along with any client purchases not made on company credit cards.

Education Requirements

• High School Diploma is a minimum.
• 2 or 4-year degree from an accredited college or university is preferred.
• Technical training and experience can substitute for education requirements.

Skills, Knowledge and Expertise

• Communicate effectively and efficiently to clients and co-workers.
• Be self-managed and self-motivated.
• Possess excellent time management skills.
• Maintain a positive mental attitude and be a part of the solution, not the problem.
• Interact with customers, vendors, and co-workers in a kind and friendly manner.
• Meet deadlines under budget and on-time.
• Maintain a neat and tidy working environment.
• Basic level hardware and software troubleshooting (Remote/Phone Support).
• Documentation and Ticket Management for reported support incidents.
• Basic level user account management, password resets, add/delete email accounts.
• Basic level Desktop and Server Administration (Windows 10 and Server 2012-2019)
• Desktop OS: Microsoft Windows 10, MacOS.
• Server OS: Microsoft Server 2012-2019.
• Office Suite: 2019/Office 365
• Email: Google Workspace and Office 365, Microsoft Exchange
• Backup: Carbonite, Cloudberry, Veeam
• Antivirus: BitDefender, Windows Defender
• Cloud Services: Dropbox, OneDrive, OpenDNS, Ninite, Cloudflare
• Certification(s): A+ or Network + preferred

Benefits

• Mileage reimbursement at the current IRS reimbursement rate
• Health/Gym Membership reimbursement up to $25.00 per month.
• Company Paid Time Off (PTO/UTO).
• Company Wellness Program and Initiatives.
• Company paid Health insurance plan (POS Copay or HSA).
• Company paid Dental insurance plan.
• Company paid Vision insurance plan.
• Company paid Employee Assistance Program.
• Company paid Accidental Death & Dismemberment Insurance.
• Company paid Short-Term and Long Term Disability Insurance.
• Company paid Life Insurance Policy for $100,000.00.
• Company Retirement package is 401k with 6% matching on first $100,000.00 of salary.
• Company paid Technical training when available and approved by management.
• Company paid Technical certification vouchers are provided for Microsoft, VMware, Cisco, and Juniper certification exams approved by management.
• Company paid Costco Corporate Membership.
• Quarterly Bonus Structure based on job performance.
• Employee of the Quarter program with Bonus.
• Casual Friday Dress Code.
• Pet Friendly Office.
• Remote work from home opportunities.
• Monthly and Quarterly company paid socials and events.