Technical Assistance Center Managed IT Technician - Syracuse Headquarters

Duties/Responsibilities:

  • Respond to inbound communication from our customers regarding both copier connectivity (scan to email) and managed IT services
  • Confirm client contact information
  • Identify client issue, determine action plan and resolve issue in a timely manner
  • Document client communication into ticketing system
  • Escalate unresolved issue to appropriate support level
  • Meet or exceed daily key performance indicators
  • Assist in the delivery and onboarding of both copiers and managed IT services
  • Track client systems for items such as virus checks, offline servers and software updates
  • Complete other tasks assigned by Manager
  • Engage in additional ongoing training assigned by Manager

Qualifications/Competencies/Position Requirements:

  • Knowledge of Copiers preferred
  • Ability to prioritize and multitask assigned issues in a fast paced work environment
  • Typing skill of 40 wpm minimum
  • Knowledge of Microsoft Office applications including Outlook, Word and Excel
  • Excellent phone, email and chat communication skills
  • Demonstrated problem troubleshooting, root cause and resolution skills
  • A+ 801/802 or A+901/902 Certification preferred
  • Knowledge of Apple and Microsoft operating systems preferred
  • Travel approximately 20% per month within New York State, if needed.