Service Desk Specialist

As a Service Desk Specialist at IntegraMSP, you will provide the first level of contact to our customers. A successful candidate will have excellent customer service skills as well as good analytic and troubleshooting skills. You will be responsible for basic diagnosis and analysis of customer issues and be expected to provide first-level analysis and documentation to the Tier 2 support team. This is a great opportunity to work with a dynamic team and smart products where you will get challenged with new problems to solve every day. This position is onsite in the office.

Ideal candidates will have an interest in building on their career in tech and have proficient knowledge of computer basics (software and hardware). They are organized, agile individuals interested in business processes, client management, project management, and working with a global team of business and technology professionals. To be successful, candidates need to possess basic literacy, math, critical thinking, and self-teaching skills, do well in fast-paced environments, and be able to learn new technologies quickly.

What you’ll do:

• Provide exceptional customer service while responding to phone, e-mail, and online requests for technical support
• Provide Tier 1 Support and be the first point of contact. Provide basic troubleshooting for customer issues
• Clearly identify, document, and find solutions for customer issues and product problems
• Escalate critical customer situations to the appropriate level of management and Tier 2 support
• Must have a passion for learning and jumpstarting a career in technology
• Must be able to commit to a Monday - Friday, 8:00am – 5:00pm schedule in downtown Dallas
• Must be located in Dallas or the surrounding area
• This position is mainly phone support with occasional travel to clients within the DFW Metroplex

What you’ll bring:

• Be adaptable, professional, courteous, motivated, and works well on your own and as a member of a team
• Excellent Customer Service skills and demonstrated success in exceeding customer expectations
• Strong communication (verbal and written) and customer-handling skills
• Strong attention to detail and focus on producing quality work products and results
• Basic familiarity with software distribution, patch management, and anti-virus technologies
• A desire to learn and train up in the latest technology – this position provides necessary training to perform the tasks and to grow within the company – certifications will be required

What we will provide:

• Training on MSP Industry Toolsets to provide customer service and support
• Compensation for successful completion of Select Industry Certification
• A fast-paced, friendly office environment in Downtown Dallas where you can learn through collaboration and teamwork
• Paid parking downtown
• Competitive PTO/Comp Time
• Health Insurance
• Seven Company Paid Days off for Federal Holidays per Year
• One Company Paid Fair Day off so you can enjoy the Texas State Fair

Requirements

• 1+ years of experience working as a Helpdesk Tier I or equivalent
• Managed Service Provider experience a plus
• Exceptional customer service and troubleshooting skills
• Comptia A+ certification or equivalent or on the path to completion of this certification