Position Summary

This dual role requires a professional who can efficiently coordinate tickets and service requests while executing level 1 technical support tasks. This is on onsite role located in Millersville, MD.

Key Responsibilities

Service Coordination

Coordinate and prioritize daily service requests and incidents, ensuring timely response and resolution in alignment with Service Level Agreements (SLAs).
Act as the primary point of contact for clients, managing communication, escalation, and follow-up on all service-related matters.
Answer incoming calls from clients promptly, providing first-level support, capturing details, and creating service tickets in the helpdesk system.
Monitor and track open tickets in the ticketing system, ensuring accurate documentation, status updates, and closure within SLA timelines.
Collaborate with support teams to facilitate the efficient allocation of resources and provide first-level support when needed.
Prepare and analyze service performance reports, identifying trends, recurring issues, and areas for improvement.
Assist in onboarding new clients, including the setup of accounts, service agreements, and communication channels.
Develop and maintain strong client relationships, ensuring high levels of customer satisfaction and retention.
Contribute to the continuous improvement of service processes, documentation, and best practices.
Coordinate with vendors and third-party providers to ensure seamless service delivery and support for clients.
Support project management efforts by coordinating service delivery tasks, timelines, and resources.

Tier 1 Helpdesk

Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system.
Diagnose and troubleshoot basic technical issues related to hardware, software, network connectivity, and user accounts.
Record, categorize, and prioritize incidents and service requests accurately in the helpdesk system.
Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams, providing detailed documentation and troubleshooting steps taken.
Guide clients through step-by-step solutions using remote support tools, ensuring clear communication and understanding.
Perform basic system administration tasks, including password resets, user account creation, and software installations.
Monitor system alerts and notifications to proactively identify and resolve potential issues.
Maintain up-to-date knowledge of company products, services, and standard operating procedures.
Collaborate with other support teams and departments to ensure a seamless client experience.
Follow up with clients to ensure their technical issues have been resolved and gather feedback to improve service quality.
Document common issues and solutions in the knowledge base for future reference and to enhance service efficiency.

Qualifications

Experience scheduling and coordinating various meetings and resources including client meetings, vendor meetings, and helpdesk and onsite support technical resource scheduling.
Professional IT Certifications such as Microsoft Certifications (Azure, Windows Server, Hyper-V, Windows Desktop), CompTia A+, Project+, Network+
Diagnosis and troubleshooting skills of tier 1 technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization's key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Self-motivated with the ability to work in a fast-moving environment
Knowledge of ticketing systems such as ConnectWise Manage

Benefits

Competitive salary based on experience.
Health, dental, and vision insurance.
Employer-paid Life, AD&D, Short- and Long-term Disability Insurance.
Retirement plan with company match.
Paid day time off, including birthdays and holidays.
Access to Learning Management System with over 5,000 courses.

Physical Demands

The physical demands for an employee to successfully perform the essential functions of this job are described below. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to talk, hear, and see. The employee is frequently required to stand, walk, sit, use hands and fingers to handle or feel, and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds.

Work Environment

This position operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

OmegaCor Technologies is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran's status, age, or disability.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Baltimore IT Support | Baltimore IT Services | OmegaCor Technologies

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