Job Description

JOB SUMMARY
This position requires strong customer service skills, experience troubleshooting Windows and Chrome OS, and general problem-solving. It involves providing direct customer support as part of a collaborative, customer-facing Service Desk Team that handles ticket response, resolution, and routing. The role requires a solution-oriented approach, the ability to work with technical peers, and support issues ranging from individual users to system-wide problems while delivering excellent customer service in all interactions.

QUALIFICATIONS

• Minimum of five to seven (5-7) years of experience with customer support and service work in technology settings.
• Previous experience with business process support.
• Demonstrated ability and experience with picking up diverse skill sets
• Experience with improving notes and documentation, are essential.
• Excellent attention to detail.
• Demonstrated ability to delight the customer are preferred.
• English/Spanish bilingual will be a strong asset.

RESPONSIBILITIES

• Serving as a friendly, knowledgeable, and approachable first point of contact for customers experiencing technology challenges.
• Providing a high quality experience for customers, so that they know their issues are being addressed, and quickly.
• Monitoring and processing Service Desk ticket requests via phone, ITSM, email and walk-up.
• Resolving common tier 1 and 2 tickets including password resets, basic desktop support, and other tasks that can be resolved using remote tools without escalating to other experts.
• Assigning tickets to various teams and experts across our department, for more complicated or specialized issues.
• Creating, contributing and improving documentation related to district processes and technologies.
• Learning a wide range of technologies used by the District at a fast pace, maintaining a strong skill set through self-study, cross training, and other available learning resources.

Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.