IT Service Desk Associate

Company overview: 

Is a Denver-based IT support company offering comprehensive services to optimize and secure business IT infrastructures.
Their key services include:
Managed IT Services
Cybersecurity Management
Strategic Technology Planning
Remote/Mixed Workforce & VPN Services

With over 45 years of combined IT experience, they are dedicated to providing top-tier IT solutions tailored to meet each business's unique needs.

Position Overview:

We are currently seeking a highly motivated and customer-focused Service Desk Associate to join our growing team. In this role, you will be responsible for providing technical support and assistance to our clients and their employees. You will be the first point of contact for any technical issues and will work closely with our virtual employees to ensure timely and effective resolution.

Key Responsibilities:
Respond to client inquiries and technical issues via phone, email, and chat in a timely and professional manner
Troubleshoot and resolve technical problems related to hardware, software, and network connectivity
Escalate complex issues to the appropriate team for further investigation and resolution
Document all client interactions and resolutions in our CRM system
Provide excellent customer service and maintain a positive and professional attitude at all times
Collaborate with our virtual employees to ensure they have the necessary tools and resources to perform their duties effectively
Continuously improve processes and procedures to enhance the overall customer experience
Stay up-to-date with industry trends and best practices to provide the most efficient and effective support to our clients

Qualifications:
1. Bachelor's degree in Computer Science, Information Technology, or a related field
2. 1-2 years of solid experience in a technical support or help desk role
3. Experience in an MSP Environment with exposure in MSP tools and ticketing systems like ConnectWise, Kaseya, ServiceNow or Zendesk is a plus!
3. Strong knowledge of computer systems, networks, and software applications
4. Excellent communication and interpersonal skills
5. Ability to multitask and prioritize in a fast-paced environment
6. Strong problem-solving and analytical skills and can work well with a team
7. Customer service oriented with a strong desire to help others
8. Experience with CRM systems and remote support tools is a plus
9. Ability to handle a wide range of End user Issues / Tickets

Perks:

• Remote Work Setup

• Company Laptop provided

• HMO Coverage on Day 1 + Free HMO Dependent After 6 Months

• Paid Time Off (Vacation Leave, Sick Leave, Birthday Leave, Maternity Leave, Paternity Leave, Solo Parent Leave, and more)

• Unused Leave Conversion

• Attendance Bonus

• Annual Bonus

• Monthly Prizes and Bonuses

• PHP 10k to 30k Referral Bonus