Entry Level Desktop Support Technician Commprise, Inc Hartford

Title Entry Level Desktop Support Technician
Date 2020
Company Commprise, Inc
City Hartford

Short Description :

Calls, emails, and chats from both potential and current clients/customers in regard to technical issues Ability to handle a consistent volume of calls, emails, and chats Please, NO CALLS regarding this job Remote technical support ,…

Full Description :

Important COVID-19 Remote Work Notice

Currently, Commprise, Inc is hiring for this position as a one that will be remote on a temporary basis only. Applicants must be willing and able to work from the office when it has been determined safe to do so. Therefore, this position is only open to applicants who are within commuting distance of our offices in Hartford, CT.

Applicants must have a spot at home where they can work quietly and without interruption as this position entails being on the phone with customers and clients often.

Additionally, all applicants must have the technology available to work from home such as a fairly new computer with a fast enough CPU and enough memory to run several applications at once, ample screen space - this job is difficult to do from a single laptop monitor - headset, and a webcam for company meetings. Additionally, the applicant's internet connection speed must be adequate and reliable.

About Commprise

Commprise is a fully US-based and staffed managed IT services provider (MSP) to businesses in Connecticut and across the country. Additionally, we also operate a direct to consumer brand called, Tech to Us that provides remote technical support services to home users and very small businesses.

At Commprise, we look for great people who are looking to grow with the company and, in turn, help achieve that growth. There is an excellent opportunity for advancement at Commprise since we are a small, yet growing company. Individuals, who are dependable, hard-working, and excel at their job, have the chance to be rewarded both financially and career-wise.

Position Summary

A Desktop Support Technician is responsible for handling calls, emails, and chats from both potential and current clients/customers in regard to technical issues.

Employees are required to work from our Hartford, CT office under normal circumstances (except during the pandemic). Open availability and flexibility are required. We are a 7 day a week operation with extended hours. Some limited onsite work at client locations may be required once a Support Technician becomes more experienced and on-call availability may be required, which would be scheduled in advance.

Standard Job Functions of All Technical Team Members

  • Remote technical support in a multi-level help desk environment.
  • Provide quality technical support services and customer service on a consistent basis.
  • Troubleshoot a variety of computer, peripheral, networking, or related software and hardware issues remotely.
  • Provide and apply accurate and efficient technical and practical solutions to solve customer issues.
  • Document detailed and accurate technical notes regarding each customer issue and steps taken to resolve it throughout the customer contact; ensuring completion before ending the contact.
  • Very basic sales of all Tech to Us services to home customers. A basic proactive approach to sales is standard and required, but this position is 95% technical.
  • Consistently meet and exceed goals and service levels for customer service, technical quality, first call resolution, efficiency, and sales.
  • Understand the needs of business customers and have a proper understanding of business IT environments such as server and networking knowledge.

Knowledge and Skills Required

  • Computer Networking. Wired, Wireless, Knowledge of routing, DHCP, DNS, TCP/IP, switching, and next-gen firewalls devices.
  • Operating systems. Microsoft Windows 7, 8/8.1, 10. Mobile and tablet operating systems such as Android and iOS.
  • Knowledge of Malware removal processes.
  • Ability to properly install, configure, and troubleshoot issues with peripherals such as printers, scanners, digital cameras, and webcams.
  • Knowledge of Apple Hardware and Mac OS 10.x.
  • Microsoft Office 365
  • Excellent verbal and written communication skills.
  • As a standard and regular part of the job, being comfortable with a consultative, non-pushy method of basic sales of our services. Commission for sales is paid and many techs make a fair amount extra for their efforts.
  • Ability to continually learn, be trained, and accept constructive feedback.
  • Detailed and goal-oriented.
  • Ability to handle a consistent volume of calls, emails, and chats.
  • Ability to keep efficient and organized while handling multiple tasks or multiple customers at the same time
  • Strong and dedicated work ethic
  • Ability to work efficiently
  • Ability to manage time effectively.
  • Company-first focus and mentality.

Experience Required

  • A minimum of 1-year of experience in a help desk or technical support environment is required.

Education

  • High school diploma or GED.
  • Completed technical school or coursework, Associates Degree or Bachelor's Degree in Computer, Networking, or IT related area preferred.
  • A+, Network +, MCSE certifications are a plus

Job Benefits/Perks

  • Paid Vacation
  • Paid Sick Time
  • 401k

Salary

$16 - $19 an hour depending on experience, knowledge, and ability.

Plus commission for eligible add-on and upgrade sales.

Please attach your full resume.

Please, NO CALLS regarding this job. Emails are welcomed.

Tech to Us is a division of Commprise, Inc

This document describes the position currently available. It is not an employment contract. Commprise, Inc reserves the right to modify job duties or job descriptions at any time.

Commprise, Inc, and Tech to Us do not discriminate against employees or applicants on the basis of race, color, national origin, religion, sex, sexual orientation, disability, age, veteran status, medical condition, genetic information, citizenship, ancestry, marital status or any other characteristic protected by state or federal law.

Commprise, Inc/Tech to Us are an equal opportunity employer.

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

Benefits:

  • 401(k)
  • 401(k) Matching
  • Paid Time Off

Experience:

  • technical support: 1 year (Required)

Education:

  • High school or equivalent (Required)

Work authorization:

  • United States (Required)

Application Question:

  • Even though we are working remotely, we need to hire within range of our office in Hartford, CT. Are you able to commute to work in downtown Hartford, CT once it has been deemed safe to return to working from the office?

Additional Compensation:

  • Commission

Work Location:

  • One location
  • Fully Remote

Schedule:

  • Monday to Friday
  • Weekends required
  • Holidays required
  • Day shift
  • Overtime
  • 8 hour shift
  • 10 hour shift

Company's website:

  • www.commprise.com and www.techtous.com

Benefit Conditions:

  • Waiting period may apply
  • Only full-time employees eligible

Work Remotely:

  • No

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