IT Service Desk Associate

cloudIT, LLC - Phoenix, AZ

Full-time
Are you looking for a job, or a career? Do you want to be a part of a growing, dynamic IT services team?

cloudIT is a fast-growing technology services organization specializing in providing outsourced IT and cloud services. cloudIT provides network infrastructure management, service desk support, managed security services, cloud hosting, hardware integration, and IT consulting services to business clients in the Phoenix metro market and beyond; services are currently provided in 10 states and 3 countries.

cloudIT is seeking a motivated, top performer to work as a Service Desk Associate, providing IT customer service remotely and in person. You will utilize a wide variety of technical support and troubleshooting skills to resolve hardware and software issues, working independently and escalating complex issues as appropriate.

Duties and responsibilities:
Answer user inquiries and resolve problems regarding computer software, hardware, telephones and services.
Set up equipment for customer use, performing or ensuring proper installation of cables, operating systems, and software.
Maintain Active Directory and Office 365, including creating computer logins and user accounts
Address requests to add, modify, create, and remove permissions.
Install and perform minor repairs to hardware, software, or peripheral equipment following design or installation specifications.
Maintain records of system setup and installation.
Utilize service desk system to document customer communications and problem/resolution.
Provide technical assistance and resolve problems by conferring with users, conducting computer diagnostics, and researching issues.
Refer major hardware or software problems, or defective products to vendors or tier 2/3 analysts for service.
Inspect equipment and complete order records to prepare equipment for delivery to customers.
Configure, diagnose and repair MAC OS computers

cloudIT – what we offer:
An ever changing, challenging, and rewarding service environment.
Competitive salary based on experience and qualifications.
Exciting career opportunities with room for advancement and growth in the exploding technology market.
Highly energetic and fun atmosphere where love to win as a team.
Strong leaders, knowledgeable mentors, bright peers, and passionate team members

Employee Benefits:
A comprehensive portfolio of benefits is offered to you and your family (PTO, medical, dental, vision, 401(k) matches, etc.).
Opportunities for advancement and growth in the exploding cloud technology market.
Highly energy and fun atmosphere with a strong spirit of teamwork.
Strong leadership, knowledgeable mentors, bright peers, and passionate team members

What you need to succeed in this role:
Interpersonal skills: excellent telephone presence, patience, written and verbal communication skills, active listening and customer advocacy.
Ability to prioritize and multi-task in a fast-paced environment in order to meet established service level agreements.
Technical: Skilled at diagnosing and resolving a wide range of technical issues, and matching resources to issues appropriately.
Service awareness: understanding services for which IT support is being provided.
Understanding of support tools, methodologies, and how technology is used to provide services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast-moving environment.
Strong ability to create a world class customer experience

Basic Qualifications:
High School diploma or GED

1 year of experience working with the following:
Windows Operating System: Windows 7 - Windows 10
Office 365
Microsoft Office desktop applications
Networking: TCI/IP, DHCP, DNS, Ethernet, Wi-Fi
Excellent problem-solving skills
Strong service and work ethic, with a focus on delivering quality service and support.

Nice to have:
Windows Server 2008 – 2016
Active Directory
MAC OS support background
iOS/Android device configuration and troubleshooting experience
Due to the sensitive nature of our business you must be able to pass a drug screen and background check.