Service Desk Technician

Service Desk Technician: IN-OFFICE POSITION IN CRESTWOOD KY (JUST NORTH OF LOUISVILLE KY)

Full Time / Part Time, Employee Relevant Work Experience: 1-10+ Years Career Level: Experienced (Non-Manager) IN-OFFICE POSITION IN CRESTWOOD KY (JUST NORTH OF LOUISVILLE KY)

WHEN WAS THE LAST TIME YOU ENDED YOUR WORKDAY WITH A SMILE? It's a great time to join our Service Desk team. Get access to all the tools and benefits of working with a larger firm while maintaining the feel of a small business environment. Not only do we take pride in what we do, we have a few laughs, stay relatively casual, and take pride in knowing we're delivering best-in-class service while doing it. YOUR creativity, energy and "take no prisoners" attitude are what we need to augment our growing team of A-list talent. If you do not have a great customer service attitude or you are a jerk, please do not apply. We have a no jerks allowed policy…sorry.

Transitional Technologies, in business since 2003, is hiring a Service Desk Technician to service, support and interact with our clients by way of providing pro-active network management and services. Transitional Technologies will consider hiring only the ultimate team player and well-rounded individual.

Transitional Technologies is located in Louisville, KY and serves clients in the Louisville Metro region. Don't worry though, most of the work we do is remote, so you won't be driving all over the place unless things get very, very ugly.

Service Desk Technician Role Description: All positions for the Service Desk require drive and determination to help us support our client base. We are looking for an individual who is a problem-solver and has a proven track record of working within a team environment to successfully address challenging user computing issues and is accustomed to leveraging technical training opportunities to improve their skills.

Our Service Desk is responsible for maintaining user up time and improving users' computing experiences through effective remote monitoring, maintenance and problem identification and resolution activities, as well as growing and developing the organization's perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This piece of the position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable, super-hero movie caliber customer service.

Job duties include utilizing our remote monitoring and management (RMM) and professional services automation (PSA) solutions along with other service-specific tools and technologies to deliver remote user support services and update service request information, answer technical support calls, assign ticket severity, prioritize work accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. Overall relationship management and the ability to coordinate required resources to respond to complex IT requirements are desired. Other requirements include participating in ongoing training and attainment of manufacturer certifications, developing and maintaining relationships with user and vendor contacts, and preparing and presenting service and monitoring reports to management regularly.

Minimum Requirements:

• Associates or Bachelor's Degree or relevant experience/certifications.
• Minimum three years technical support experience, preferably delivering services in the SMB (small to midsize business) market
• Excellent knowledge of our supported software and technologies (PSA and RMM Familiarity)
• Superior documentation and writing capabilities (good way to show this would be your cover letter)
• Strong interpersonal skills required to effectively communicate with customers, staff and vendors
• Passion for teamwork, problem solving and exceptional customer service
• Must be well-spoken, organized, detail-oriented, dependable and flexible
• Valid driver's license and proof of insurance
• Background check and drug screen required
• Reliable transportation
• Have a great sense of humor and capable of having fun

This Position Entails:

• To perform technical triage on inbound customer requests.
• Receive and stage computer equipment for deployments.
• Travel to customer locations as needed.
• The ability to learn quickly and adapt to changing requirements, in fact, things change so fast around here it's best that you LOVE being challenged by change.
• Planning, coordinating, directing and supervising ongoing projects to insure completion within scope, timeline and budget.
• Troubleshooting network, equipment and service-related problems with remote control technologies. Now that I think on this though, if you can do this from your living room, well, that's a plus.
• An unshakable, ravenous desire to AGGRESSIVELY expand your knowledge. Expect to obtain multiple vendor certifications within your first 90 days of employment (training materials and mentoring provided), and that's just the warmup!
• Analyzing remote monitoring reports to identify capacity and performance issues and remediate them.
• A passion for creating a memorable customer service experience. If you had a lemonade stand as a child and out-earned that snot-nosed kid across the street because you were offering a unique lemonade buying experience by way of perhaps car side service or complementary napkin or cookie, you're probably in the right ballpark.
• The ability to help the team manage, maintain, troubleshoot and support our users' networks, equipment, software and services.