Technical Customer Support Advocate resolving complex issues for Procurify’s agentic procurement platform. Building AI - powered documentation, automations, integrations, and customer configurations.
About the role
- IT Help Desk Analyst resolving hardware, software, and network issues for clients. Supporting Integra’s turnkey data center infrastructure through troubleshooting, documentation, and device administration.
Responsibilities
- Respond to client inquiries via email, online chat, phone, and in person
- Identify, troubleshoot, and resolve client hardware and software issues
- Implement and maintain ConnectWise Manage and control solutions
- Troubleshoot network connectivity issues
- Coordinate with cabling and security companies for structured cabling, IDF, security camera, and related hardware installations
- Work with the Cybersecurity team to maintain and roll out tools
- Prepare new devices and reimage existing devices
- Maintain updated device inventory
- Research solutions and guide clients through corrective steps
- Write and maintain client documentation and reference materials
- Help develop client training programs
- Recommend devices and techniques to accommodate client disabilities
- Improve system performance by identifying problems and recommending changes
- Follow up with customers to ensure satisfactory service
Requirements
- High school diploma, GED, or equivalent
- Familiarity with MS Windows, Office, and Microsoft 365
- Excellent problem-solving, phone, and customer service skills
- Familiarity with Microsoft 365 user, group, email, and license administration
- Knowledge of basic networking protocols and hardware
- Ability to troubleshoot and resolve network issues
- Excellent verbal and written communication
- Exceptional proficiency with Microsoft Windows operating systems
- PC proficiency
- System administration
- Prior information technology or systems administration experience preferred
- Familiarity with ERP systems is a plus
- Network-related certification is a plus
Benefits
- Competitive pay with incentive opportunities
- Medical, dental, and vision coverage
- Life and disability insurance programs
- Voluntary benefits options
- Generous paid time off
- Education assistance and tuition support
- Retirement and savings programs
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