IT Service Desk Specialist - Hybrid

Location: Hybrid, with 2 days Remote; Office location in Wheeling, WV

Job Type: Full-time

Work Authorization: U.S. Citizen or Green Card

The A.C. Coy Company is currently seeking candidates for a full-time IT Service Desk Specialist role. This individual will be part of a team providing effective IT support to end users in a global organization. Our ideal candidate will have excellent customer service skills, the capacity to de-escalate situations using a friendly demeanor, and a strong ability to prioritize and understand urgency.

This will be a 1^st  OR 2^nd shift role in a 24/7 Service Desk Operation. In addition to a strong base salary and an EXCELLENT benefits package, this role offers a shift differential, Paid OT, and an annual bonus program.

• Provide comprehensive technical support through phone, email, and using chat
• Offer hands on support while in the office for walk up inquiries
• Use good judgement, skill, and internal/external research to generate innovative solutions to technical problems and or appropriate workarounds so that the customer can get back to work as efficiently as possible
• In the event a resolution cannot be found, determine the proper priority based upon the customer’s needs and coordinate with other department engineers to obtain a solution
• Resolve as many incidents as possible while meeting monthly metric objectives for the following categories: Phone availability and percent answered, chat availability and percent answered, ticketed calls and chat percentages, customer service ratings, unexcused absence\tardiness, and shift coverage availability
• Act as an incident/ticketing workflow coordinator when scheduled or assigned. This includes but not limited to: monitor unassigned incidents, assigning out work, coordinate escalations, monitor calls in queue, ensuring agent availability, keeping abandon rates low, and dealing with critical outages
• Log all support issues in the IT service management database including accurate descriptions and details work notes

Required:

• Minimum of 2 years’ experience troubleshooting computer systems in a Help Desk or similar role
• Proficiency with both Windows and Mac operating systems
• Strong knowledge of the Microsoft office suite with a focus on Outlook, Word, Excel, Teams
• Experience utilizing a ticketing system (any)
• Excellent customer service orientation
• Professional writing skills and excellent verbal communication skills

Preferred:

• Any experience with Microsoft Exchange, Azure Active Directory, and Intune
• Any experience with Cisco phone and voicemail administration
• Proficiency in mobile phone troubleshooting - all makes and models
• Any experience computer hardware repair
• Citrix remote environment administration and troubleshooting
• Any knowledge of printers, specifically related to setting up, scanning, connecting to wireless networks, and driver troubleshooting