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 – working full-time, Monday - Friday, 8am-5pm. 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.As a Support Desk Technician (Tier I), you will provide quality services and solutions to our clients while maintaining a high level of client satisfaction. You will provide phone support, remote troubleshooting and administration.

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/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.9
• 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.

Required Qualifications:

• Associate’s degree and 2 years of experience or equivalent experience
• Wireless/networking/printer knowledge
• Experience with new PC setups, EDI experience, and scanner (non-managed) user setup
• Solid understanding of the administration of network operating systems and services found in a client environment
• Proficiency with business collaboration tools such as MS Office applications and Visio
• Superior communication skills in working with technical and non-technical people
• Must be organized and professional

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.*all benefits are dependent on employment status    Equal Opportunity Employer /AA Employer/Minorities/Women/Protected Veterans/Individuals with Disabilities Applicant Labor Law Posters