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Service Desk Technician 20-24 hours/week

Company name
InterVision Systems

Location
Chesterfield, MO

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Are you looking for a challenging part time role (20–24 hours per week) as a Service Desk Technician and want to join one of the 50 Best Places to Work in St. Louis? InterVision Systems (formerly Netelligent) is a technology solutions company committed to unlocking value by delivering innovative technology through a consultative approach. We believe we will transform businesses through the evolutionary power of technology. Our people are the best in their field!

So, if you are looking for a career changing opportunity, we want to meet you!

The part time Service Desk Technician will act as a liaison between our company and its current customers in the Operations Center. The Service Desk Technician’s main responsibility, as the customers’ first point of contact, is to accurately triage all incoming service request via telephone, email and ConnectWise. They are also responsible for completion of specific customer requests as defined in our Service Guide.

position reports to the Supervisor, Service Desk Technician

Do you have the Right Skills and Experience for our Team?



  • Ability to commit to 20–24 hours per week and be flexible to cover various shifts for our engineers who are out on vacation, etc.


  • 3-5 years direct Customer Service experience


  • 2 Year Associates degree or equivalent work experience


  • Intermediate understanding of the following core technologies: Servers, Networking, Voice and Security


  • Proficient in Microsoft Office products including, but not limited to Word, Excel, and Outlook


  • The ability to consistently achieve high levels of customer satisfaction.


  • Ability to work in a high-pressure, 24x7, dynamic environment and adjust to priority changes is required.


  • Commitment to quality and the motivation and ability to work well in a team environment.


  • Excellent verbal, written and analytical skills


  • Excellent phone and written communication skills


  • Accurately type minimum of 50 wpm.


  • Previous experience in a Call Center environment, a plus


  • Experience using ticketing systems


  • Ability to maintain professional demeanor under pressure conditions




PREFERRED QUALIFICATIONS/EXPERIENCE



  • A strong team player who is accountable towards business urgency, work in shifts to provide onsite 24x7 coverage to customers and is flexible to work beyond stipulated hours.


  • Ability to multi-task and juggle multiple critical issues


  • Ability to quickly adapt to change


  • Ability to follow process documents and complete customer requests


  • Self-starter who can work with little or no direction


  • Cisco certifications a plus


  • A or Network Certification a plus


  • MS, MCPS or MCSA Certifications a plus




o ITIL Certification a plus



  • Ability to multi-task while following established guidelines, policies and procedures.


  • Quickly adjust to priority changes or work assignments without sacrificing quality.


  • Demonstrate a sustained commitment to quality, professionalism, and integrity.


  • Support rotational duties and be willing to work nights and weekend.


  • The ability to keep technical, communications, and business skills current with an emphasis on understanding emerging technologies and their impact on InterVision customers and their business.




What GREAT things will you be doing?



  • Act as first line of contact for all customers


  • Answer the dedicated phone line, accurately document issues, and create tickets based on customer requests.


  • Interface directly with customer(s) to identify their needs, clarify information and route issues/Tickets accordingly to the appropriate specialized Technical Support Engineer.


  • Monitor inbox and ticket queue and respond to customer requests, phone calls, emails, ConnectWise alerts and other scheduled activities within the SLA requirements.


  • Manage large amounts of inbound emails and calls in a timely manner.


  • Create and update trouble tickets using corporate ticketing system(s).


  • Maintain accurate case creation and documentation.


  • Open carrier tickets on an as needed basis for customers.


  • Maintains database by updating customer information consistently.


  • Manage customer request, as defined in our Service Guide, including password resets, system access, PC configuration, printer issues, connectivity, and other basic support activities.


  • Interface effectively with all InterVision employees, customers, and vendors.


  • Actively participate in mandatory meetings, training sessions, and projects.


  • Performs other duties as assigned and required. Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above




How Do We Back Our Strong Reputation?

Great Place to Work: InterVision has been named one of the 50 Best Places to Work in St. Louis by the St. Louis Post-Dispatch, and ranked as one of the 25 Fastest Growing Privately-Owned Companies in St. Louis by the St. Louis Business Journal. If you thrive in an environment of growth and individual impact, InterVision is the place for you!

Customer Success: InterVision has worked with more than 5,000 clients across industry sectors to solve their biggest business challenges. We take a neutral approach to determine which IT consumption model best fits each client organization. Recommendations are custom designed around specific client requirements, integrating best-in-class solutions from our vendor partners. SBM Magazine recognized our unparalleled approach to customer service by awarding InterVision with their Best Customer Service Award.

Broad Capabilities: InterVision offers a wide range of services and solutions that organizations need to thrive in today’s dynamic IT market, including on-premises solutions, managed services, cloud services, hosting/colocation services, automation, and professional services. This broad Hybrid IT portfolio uniquely and competitively positions InterVision in an industry largely made up of small, specialized consultancies or very large commodity resellers.

World-Class Facilities: InterVision has headquarters in Santa Clara, Calif. and St. Louis, Mo., and offices and data centers in Missouri, Colorado, California and Washington. We operate multiple Tier 3 and Tier 4 level data centers, which are SOC II Type 2 compliant specific and certified in Confidentiality and Security. Our Integration Center is a restricted-access facility with power, cooling, and space to handle a high volume of IT equipment.

Industry Accolades: InterVision has received some of the technology industry’s most prestigious awards. This includes multiple wins for CRN Technology Elite 250, CRN’s Solution Provider 500; CRN MSP 500, and Inc. Magazine’s 5000 Fastest Growing Private Companies. InterVision President and CEO Aaron Stone received accolades as one of the Top 100 St. Louisans to “Know How to Succeed in Business.”

Top Vendor Certifications: InterVision holds the highest certifications and partner levels with leading technology vendors, and we have teams of trained engineers supporting their solutions. Here are just a few of the certifications from our list of 80 vendors: Cisco Gold Certification, Cisco Cloud and Managed Services Master, Juniper Elite Partner, Microsoft Gold Partner, NetApp Star Partner, Palo Alto Networks Diamond Partner, and VMware Premier Partner.

Company info

InterVision Systems

Company Profile

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