What You Will Do in This Role (Responsibilities): - Work as a dedicated resource for one of our clients, an attorney firm in downtown Pittsburgh.
- After initial onboarding and training has been completed, report onsite at the client's location five days per week.
- Work on troubleshooting IT issues onsite.
- Manage and prioritize your daily tasks to meet or exceed job role standards.
- Work on your pending tickets, and assist others as needed/capable from inbound calls, web chat, or email.
- Address incidents from oldest to newest (by priority).
- Provide excellent customer service.
- Meet professional and continuing education goals as outlined in Performance Reviews.
- Acquire required certifications.
- Company Paid Parking Included.
Qualities We Are Looking for:- Collaborative:Work with our clients to gather information to provide the best solution to their IT problem. Collaborate with colleagues to learn new IT skills and provide the best solutions to the client. Assist with higher level tickets and mentor colleagues with lower-level tickets.
- Attention to Detail: Expertly works with employees, and the client, to confirm all tasks are completed with accuracy and efficiency.
- Positive Attitude: -Must maintain a positive attitude, and act in a professional manner with colleagues and clients.
- Good Communicator: Must have excellent verbal and written communication skills. Be proactive with communications.
- Good Listener: Must have great investigative, research, and troubleshooting skills.
- Self Motivated:Must work independently to meet strict SLA and project deadlines, while providing timely updates to Management when necessary.
- Problem Solver:Must be able to read and react in a high-stress environment. Must be able to identify critical issues and follow due process to escalate/resolve.
- Multitasker:Must be able to prioritize and balance tasks while taking incoming calls and using between 2 5 software programs at a time.
- Professional:Must be comfortable working onsite (face to face) with customers, where proper professional dress is required.
- Open to Professional Growth:Must be willing to earn additional certifications that enkompas will pay for.
Education and Experiences, you will Need: ( Preferred Qualifications): - Associate or bachelor's degree in the IT field or a related area of study. **Technical Certifications a plus (Microsoft / Cisco / CompTIA)
- One plus years' experience with Microsoft / Office365 / Hosted email / Mimecast (email filtering) / End User Support.
- Experience with using iManage preferred!
- Solid liaison to 3rd party vendors.
- Must carry personal auto insurance as required by law.
- Must have a personal vehicle (to travel to and from client site).
- Must carry a valid driver's license.
- Must have a personal, secure, and reliable internet connection.
Benefits Offered:- Health, Vision, Dental Insurance
- 401K Retirement Plan
- 15 Days Paid Time Off and Seven Paid Holidays (Includes your Birthday)
- Paid Professional Development Opportunities
- Ongoing Professional Development Opportunities
- Performance Incentives and Customer Recognition
- Company Paid Parking Included.
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