Experienced IT Customer Support Specialist – Technical Help Desk and Desk Side Support for Global Information Technology Solutions

Introduction to blithequark

blithequark is a leading workforce management provider, operating across the United States and numerous countries worldwide. Our client, a renowned global information technology company, specializes in delivering high-performance, industry-focused solutions integrated with cutting-edge security to clients in government, financial services, and commercial markets. Their comprehensive offerings include security software and services, digital transformation and workplace services, industry applications and services, and innovative software operating environments for high-intensity enterprise computing. We are seeking an exceptional IT Customer Support Specialist to join our team in Salt Lake City, UT, and contribute to our mission of providing exceptional technical support and ensuring maximum uptime for our users.

Job Overview

In this role, you will advise and assist users over the telephone, email, or chat to resolve incidents related to hardware, software, network connectivity, and peripherals. As an IT Customer Support Specialist, you will be responsible for screening, diagnosing, researching, and resolving user issues, maintaining passwords, data integrity, and file system security for the desktop environment. You will also provide onboarding support for new associates, including laptop and/or desktop configuration, system access, and security clearances. Your expertise will be crucial in documenting service requests and dispatching orders to support groups for problem resolution, ensuring quick response times to meet or exceed Service Level Agreements (SLAs).

Key Responsibilities

• Answer moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests.
• Handle requests for support of hardware, software, client and COTS applications, as well as network and user administration.
• Escalate complex problems to other resolver teams or vendors, utilizing problem-solving and analytical skills to effectively resolve challenging incidents.
• Support L1 agents in ongoing day-to-day questions related to client incidents, requests, and queries.
• Provide exceptional customer service, ensuring timely and effective resolution of technical issues.

Qualifications and Requirements

To be successful in this role, you should possess a High School Diploma or GED, and may require technical certification or an Associate Degree. Generally, 1-2 years of experience in the area of responsibility is preferred. As an ideal candidate, you should have excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment.

Essential Skills and Competencies

• Strong technical knowledge of hardware, software, and network systems.
• Excellent communication and interpersonal skills, with the ability to work with diverse groups of people.
• Problem-solving and analytical skills, with the ability to resolve complex technical issues.
• Ability to work in a team environment, supporting colleagues and contributing to a positive and productive work culture.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for growth and development. As an IT Customer Support Specialist, you will have access to comprehensive training programs, designed to enhance your technical skills and knowledge. You will also have the opportunity to work with a talented team of professionals, who are passionate about delivering exceptional technical support and ensuring maximum uptime for our users.

Work Environment and Company Culture

blithequark is a dynamic and innovative company, with a strong focus on teamwork, collaboration, and customer satisfaction. Our work environment is fast-paced and challenging, but also rewarding and supportive. We believe in fostering a positive and inclusive work culture, where employees feel valued, respected, and empowered to contribute their best work.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including a salary range that reflects your experience and qualifications. You will also be eligible for a range of perks and benefits, including comprehensive health insurance, retirement savings plans, and paid time off. We believe in recognizing and rewarding our employees' hard work and contributions, with opportunities for career advancement and professional growth.

Conclusion

If you are a motivated and talented IT professional, with a passion for delivering exceptional technical support and ensuring maximum uptime for users, we encourage you to apply for this exciting opportunity. As an IT Customer Support Specialist at blithequark, you will have the chance to work with a leading global information technology company, and contribute to the success of our clients in government, financial services, and commercial markets. Don't miss this opportunity to join our team and take your career to the next level. Apply now and become a part of our dynamic and innovative team!

How to Apply

To apply for this exciting opportunity, please submit your application, including your resume and a cover letter, outlining your experience, skills, and qualifications. We look forward to hearing from you and exploring how you can contribute to the success of blithequark.

Additional Information

Communication will be via Teams and Outlook, with meetings conducted remotely. As this is a face-to-face role, you will need to be able to manage an iPad, manage a checkout system, and manage a like root-based map system. Training will be provided for the first week, and you will have access to comprehensive support and resources to ensure your success in the role.