Description:
At Sparkhound, we are dedicated to delivering exceptional IT support services to our healthcare clients. We pride ourselves on our commitment to excellent customer service and technical expertise. We are looking for a dedicated IT Tier 1 Support Specialist to join our dynamic team and help us maintain high standards of support.
About the Role:
As an IT Tier 1 Support Specialist, you will be the first line of support for our healthcare clients, handling a variety of technical issues and inquiries. Your role will involve answering a high volume of support calls, resolving common technical issues, and ensuring that clients receive timely and effective assistance. You will be responsible for performing tasks such as Active Directory password resets, account unlocks, Citrix and PC troubleshooting, MFA 2-factor (DUO) support, and triaging incident tickets to the internal client team.
We are seeking candidates who reside within a 25 mile radius of the Baton Rouge office. While most of the work will be done remotely, there may be occasional needs for onsite work in the area. The potential schedule will be one of the following shifts: Monday - Friday from 6:30 AM - 10:30 AM OR 10:30 PM - 2:30 AM CST, working 20 -29 hours/week.
What you will do:
- Handle up to 30-40 support calls per day, providing prompt and professional assistance to clients.
- Perform password resets and account unlocks for users in Active Directory.
- Diagnose and resolve issues related to Citrix environments and desktop PCs, including hardware and software problems remotely.
- Assist clients with Multi-Factor Authentication (DUO), including troubleshooting and setup issues.
- Triage and escalate incident tickets to the internal team as needed, ensuring that critical issues are addressed promptly.
- Follow knowledgebase articles and standard operating procedures to resolve issues effectively and maintain consistency in support.
- Provide exceptional customer service, ensuring that clients feel valued and supported throughout their interactions.
- Accurately document support
Requirements:
- 0-1 years Service Desk or Contact Center experience
- Basic computer knowledge and web browser usage
- Typing, 60 WPM
- Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users clearly and effectively.
- Strong commitment to delivering outstanding customer service and maintaining a positive client experience.
- Ability to troubleshoot and resolve technical issues efficiently using available resources and knowledgebase articles.
- Ability to work collaboratively with internal and external teams and escalate issues as necessary.
- Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
