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The Vertex Companies Help Desk - Triage Specialist in Weymouth, Massachusetts

Optistar Technology Consultants (www.optistartech.com), a VERTEX Company, is a small, growing multi-national managed IT service provider (MSP). We offer a fun, fast-paced team environment of highly skilled professionals who truly care about our customers and employees. We have a dynamic and positive culture with an education-focused philosophy. Bring your creative energy and love for learning along with a great attitude and desire for success! We're not just another company name on your resume, we're your opportunity for long-term career growth.

Our parent company, The Vertex Companies, Inc. (www.vertexeng.com), is an employee-owned AEC firm that offers forensic, engineering, construction, and environmental solutions. We have approximately 500 employees that work out of 25+ offices throughout North America.

In late 2013, VERTEX implemented an Employee Stock Ownership Program (ESOP) which all U.S. Optistar Employee-Owners enjoy the benefits of. VERTEX’s employee-owners help our clients identify and mitigate risks to a project’s physical, environmental and economic well-being; it drives every decision we make.

This growing team needs another Rock Star to bring their developing IT skills and compliment our brand of AWESOME. We aim for excellence every day supporting our internal and external clients. You are nimble, reliable, accountable and (hopefully) quick witted, able to take on a lot and accomplish anything you set your mind to...all with the support of a great team.

Help-Desk / Triage Specialist

Things you’ll be doing:

  • Exemplify the Optistar CORE Values: Own IT! Always Improve! Happy to Serve!

  • Provide Five Star customer service and consistently work to exceed expectations by creating raving fans of our customers.

  • Accepting all tickets within 30 minutes of arrival and ensuring they reach the appropriate destination

  • Ensuring inventory quantities are appropriate and making recommendations on restocking inventory as necessary

  • Completing ten (10) hours of training per year on an information technology topic of your choosing

  • Working with Optistar staff to ensure requests for them are being handled appropriately and escalate on behalf of the customer if they are not

To do this, you’ll need to:

  • Triage incoming requests via phone and email

  • Determine priority, create, and track tickets in Help Desk Software system

  • Perform level 1 technical support to our customers in person or over the phone, if necessary

  • Ensure tickets are updated with detailed technical notes and are resolved correctly the first time

  • Assist with new and existing customer documentation

  • Assist with inventory management

  • Work to ensure shipping goes out on time

  • Work to reduce the number of escalations by keeping customers satisfied

  • Assist with shipping, receiving, and inventory ordering as necessary

  • Meet / exceed tickets Service Desk SLA’s and PKI’s

  • Identify and help implement opportunities for improvement

  • Assist with user / office moves as necessary

  • Perform other duties as directed

The kind of person you’ll need to be:

  • A passion to provide outstanding customer service

  • Excellent communications skills (verbal and written)

  • High level of attention to detail

  • Effective time management skills

  • Ability to interface with all levels of the organization and customers of all types, from the technically literate to the not-so-savvy

  • Sound troubleshooting skills with an aptitude for problem solving

  • Can do / service-oriented attitude, with enthusiasm to learn and adapt to new challenges

  • A focus on teamwork and collaboration

  • Highly motivated and flexible

  • Excellent work ethic and highly organized

Required Qualifications

Experience

  • At least 1-2 years of experience in a help desk triage or dispatcher role

  • An associate degree in any field

  • At least 1-2 years of customer service over the phone or in person

  • Any combination of the above will also be considered

Knowledge & Skills

  • Must be able to perform exceptionally under high stress conditions.

  • Must be able to prioritize and handle multiple tasks with minimal oversight

  • Knowledge Of:

  • Microsoft Windows

  • Android

  • Apple iOS

  • Microsoft Office 365

  • PC and Apple Laptop hardware

  • Inventory Management (Counting and logging items, housekeeping, using a barcode scanner, etc)

  • Active Directory (group policies, file/share permissions)

  • Packing and shipping products for delivery (FedEx software, etc)

What would set you apart:

  • Knowledge of a foreign language (Spanish, French)

  • Previous experience working with

  • PC imaging

  • An IT Managed Services Provider (MSP)

  • Engineering software / AutoCAD

  • Web-based ticketing systems

  • Cloud storage

  • Knowledge of

  • Microsoft Azure AD, Exchange Online

  • Basic networking (TCP/IP, wireless networking, etc)

  • Advanced networking (VoIP, Meraki, VPNs)

ID: 2020-1549

External Company URL: http://www.vertexeng.com/

Street: 400 Libbey Parkway

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