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IT Service Liaison L1 (Aberdeem)
At True North ITG, Inc. we know IT, and we’re consistently driving innovation to improve the overall customer experience. As a Managed Services Provider (MSP), we use technology intelligently to make IT operations smarter, streamlined, and ultimately, more successful.
Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person with an entrepreneurial spirit who exceeds expectations and appreciates a team-centric environment and awesome coworkers, we would love to talk to you!
GENERAL SUMMARY:
We seek a highly organized and skilled professional to join our team as an IT Service Liaison with Level 1 (L1) technical support knowledge. The ideal candidate will have a strong background in customer service, exceptional communication skills, and a solid understanding of IT systems and troubleshooting. This role requires the ability to prioritize and coordinate service requests while providing basic technical assistance to end-users. As an IT Services Liaison L1, you will play a critical role in ensuring smooth service operations and timely resolution of technical issues.
Essential Duties and Responsibilities:
1. Service Coordination:
• Develop and maintain technical knowledge of assigned client environments
• Perform regular, proactive service implementing best practices and standards
• Receive and log incoming service requests, incidents, and inquiries via phone, email, or ticketing system.
• Assign and update ticket priority levels per company standards and based on end user feedback.
• Communicate and coordinate with end-users, technicians, and other stakeholders to ensure timely resolution of issues.
• Travel between sites to coordinate and deploy equipment, set up printers and PC’s, etc.
• Maintain accurate and up-to-date records of service requests, progress, and resolution details.
• Provide regular status updates to stakeholders and escalate issues as needed.
2. Level 1 Technical Support:
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• Tackle L1 level issues and escalate when the task cannot be completed within agreed upon service levels
• Serve as the initial point of contact for end-users seeking technical assistance.
• Respond to user inquiries and troubleshoot technical issues, escalating complex problems to appropriate teams if necessary.
• Provide basic technical support for hardware, software, some network, and other IT-related problems.
• Perform remote troubleshooting and guide end-users through problem-solving steps.
• Identify and escalate recurring issues or potential system-wide problems to the appropriate teams.
3. Documentation and Knowledge Management:
• Document service desk procedures, troubleshooting steps, and resolutions for future reference.
• Improve customer service, perception, and satisfaction.
• Contribute to the knowledge base by creating and updating articles and FAQs.
• Provide training and guidance to end-users on basic IT-related tasks and best practices.
4. Customer Service and Communication:
• Ensure excellent customer service by delivering timely, friendly, and professional support.
• Act as a liaison between end-users and technical teams, facilitating effective communication.
• Manage user expectations and provide regular updates on the status of service requests.
• Maintain a positive and helpful demeanor while addressing user inquiries and concerns.
Knowledge, Skills, and/or Abilities Required:
• Associates or Bachelors degree; relevant certifications or technical degree is a plus, or relevant work experience.
• Proven experience as a Service Liaison or in a similar role.
• Solid understanding of IT systems, networks, and hardware/software components.
• Proficient in using help desk software and ticketing systems.
• Strong customer service and interpersonal skills.
• Excellent written and verbal communication skills.
• Ability to prioritize, and manage time effectively in a fast pace environment.
• Basic knowledge of Active Directory, email systems, and remote desktop support.
• Ability to lift 50+ pounds.
• Familiarity with ITIL framework and service management best practices.
Preferred experience
• Experience in a healthcare environment.
• Experience working for an MSP.
1250 Pioneer Blvd, Aberdeen, WA 98520, USA
$21-28/hour
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