Support Desk Technician

Marco is a one-stop shop for all things business tech. Our employees are “movers and shakers” and our company is always striving to do what’s right. Does this sound like a culture you want to be a part of? We’re hiring a new team member to help take Marco’s technology further. More about us. We do it all – from copy and print solutions to IT and managed services. We are an organization led by salespeople with 650+ engineers ready to fix any and all issues. We have offices in 12 states and service nationally. Join our growing team. You won’t regret it.The Rapid Resolution Technician (Tier 1) is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will provide basic troubleshooting assistance to offer first level support to clients on service requests. You will be responsible for vetting submitted service requests and escalating/assigning the service requests accordingly. You will perform triage of service incidents, creating and assigning service calls and coordinating service work and service requests.

Main Responsibilities:

• Answer client calls, emails, system alerts, and all correspondence in an appropriate and timely manner.
• Accurately and appropriately determine the severity of the problem or service request to establish priorities.
• Accurately and promptly log client problem information and create a service ticket using company provided applications and technology.
• Provide prompt communications to clients (internal and external) on detailed status information and estimated resolution times for issues.
• Provide Tier 1, first level support resolutions.
• Provide remediation's/support for move/add/change/delete type of requests.
• Troubleshoot systems and applications to identify proper resources to assign for resolution.
• Verify functionality of systems and applications.
• Assign service requests to available Service personnel and schedule Service personnel accordingly providing all job details and inviting the Service personnel to the schedule.
• Follow procedures with third party partners/contractors to ensure client satisfaction including scheduling service, notifying clients, following up on projects and completing billing promptly.
• Process defective parts repair claims when necessary.
• Verify and maintain client contact and database information.
• Develop best practices, operations procedures and design documentation to create efficiencies.
• Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process.

Required Qualifications:

• High School diploma and two years of relevant experience or an Associate’s degree; or equivalent combination of education and experience.
• Previous IT experience preferred
• Proficiency with business collaboration tools such as MS Office applications, Outlook and company and client specific programs.
• Solid customer service abilities including telephone skills.
• Excellent verbal and written communication with internal and external clients.
• Enthusiastic, dedicated to the challenge of helping other people.
• Excellent organizational and time/task management skills with the ability to prioritize tasks and work within a defined timeline and to operate with changing priorities.
• Identify and resolve problems in a timely manner; Gather and analyze information skillfully; Work well in group problem solving situations.
• Demonstrate accuracy and thoroughness; Look for ways to improve and promote quality; Apply feedback to improve performance; Monitor own work to ensure quality.
• Excellent follow through to see tasks through completion.
• Function collaboratively as part of a fast-paced, client orientated team.
• Willingness to apply feedback to improve own performance.

Benefits: We’re not just competitive when it comes to business tech – we’re also pretty proud of what we offer our employees. Our benefits include medical, dental, and vision insurance. We also have paid holidays and vacation, 401k with generous company match, flexible spending accounts, employee purchase program, employer-paid life insurance, voluntary-term life insurance, short and long-term disability, critical illness and accident benefits, and pet insurance. Yes, we care about your furry family too.    To apply (and to learn more about what makes us great), visit: www.marconet.com/careers EEO/AA