Information Technology Support

Information Technology Support

Remote

Contract to hire

Job Description Summary: As a Representative 1 in Information Technology Support, you will be responsible for receiving and resolving internal user requests and issues via phone or ticketing system. Your role will involve tracking issues, escalating when necessary, and ensuring timely resolution or escalation to 2nd level support.

Core Responsibilities:

• Interact with cross-organizational entities to escalate trouble tickets and restore service promptly.
• Assist with basic End User support.
• Respond to trouble calls, alerts, and tickets in a timely and professional manner.
• Follow system security procedures and guidelines; establish user accounts and access rights.
• Must be available to work any shift during normal operating hours, 24 hours a day, 7 days a week.
• Provide weekend and other coverage as required.
• Develop and improve documentation to enhance and support issue analysis and resolution.
• Perform trend analysis of systems to ensure optimal performance.
• Comply with all established procedures and policies.
• Perform other duties and responsibilities as assigned.

Expectations for Employees at All Levels:

• Understand and adhere to our Operating Principles, making them the guidelines for how you perform your job.
• Prioritize the customer experience, ensuring seamless digital options at every touchpoint.
• Continuously develop knowledge and proficiency in our technology, products, and services.
• Collaborate effectively with colleagues to achieve common goals.
• Actively participate in the Net Promoter System, providing and receiving feedback to improve customer satisfaction.
• Drive results and contribute to the growth of the organization.
• Respect and promote inclusion and diversity.
• Uphold ethical standards and prioritize the well-being of all stakeholders.

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.