Technical Support Service Desk Job Vacancy in Trapp Technology Inc Phoenix, AZ 85004 – Latest Jobs in Phoenix, AZ 85004 – updated today
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Company Name : Trapp Technology Inc
Location : Phoenix, AZ 85004
Position : Technical Support Service Desk
Job Description : Technical Support Service Desk provides technical support in a professional manner to customers by researching and answering questions, troubleshooting problems, maintaining server and workstation performance, and closing tickets efficiently. The Service Delivery Technician supports customers during both pre-and post-sales periods. The position is responsible for ensuring that the customer relationship is managed through proactive customer communications by providing rapid response and guaranteeing that estimated response times are communicated upfront. The Service Delivery Technician I is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis.
Schedule: The Service Desk department operates 24/7. A variety of schedules are available including early morning, mid-day, and overnight.
Duties and Responsibilities:
Answers Level 1 inbound calls, support tickets and web chats,
Assesses customers technical support needs and handles/routes customers accordingly, using documented procedures and available tools
Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
Improves client references by writing and maintaining documentation
Participates in development of client training programs by identifying learning issues and recommending instructional language
Improves system performance by identifying problems and recommending changes
Achieves specified performance goals
Participates in Trapp internal meetings and required trainings
Maintains a professional image and demonstrates an understanding of and follows all Trapp Policies and Procedures
Other duties as assigned
High School Diploma or GED equivalent, required
Minimum of two years technical support experience required
A+ preferred, will be required to complete Core 2 220-1002
Ability to type 30 WPM
Exceptional listening skills
Ability to communicate clearly and succinctly
Ability to compose grammatically correct, concise, and accurate notes
Possess good troubleshooting skills and be able to isolate and fix problems quickly
Capable of locating and installing device drivers
Diagnose, troubleshoot and/or upgrade workstations and servers
Enhanced ability to interpret customer’s description of problem, troubleshoot and provide solutions, summarize and document the interaction
Some experience with Active Directory and understand how to add users and groups
Understand a domain environment and how to access file/folder shares on other machines on the network
Understand how to install different types of software and troubleshoot error messages that may come up
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