Job description

As Support Technician T1 your responsibility is to provide first-level technical support to users of Innovative Control Systems’ products and services. Troubleshooting and resolving problems via telephone, remote desktop tools, and other supported resources utilizing the ITIL Standards of problem resolution. Adhere to ICS measures and protocols during the call flow process. Furthermore, this position will provide customer training and counseling on best practices to maximize the ICS systems.

Additional tasks include problem solving, presenting technical information, software maintenance, software testing, hardware maintenance, hardware testing, network testing.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Maintain a professional and positive demeanor while in the call center or away on company business.
• Good communication skills.
• Contributes to support team effort by accomplishing related results as needed.
• Identifies problem and course of action within time limit set by call priority.
• Notifies Floor Manager if COA hasn’t been achieved within allowable time limit.
• Follows schedule set forth by management.
• Available to work weekends and holidays on a rotating schedule.
• Available to work overtime as call volume demands.
• Ability to travel over night when called upon.
• Ability to train others.
• All miscellaneous duties delegated by Support Management.

QUALIFICATIONS:

Education: Associates degree or equivalent from Two-year College or technical school or equivalent experience.

Experience: Six months or more of directly related customer service experience and/or equivalent in-house training. Previous contact center experience, electrical or mechanical a plus.

Basic understanding of: Networking, Computers (hardware and software), MS Office, navigation of multiple databases and screens, electrically and mechanically inclined.

Job Type: Full-time

Pay: Up to $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday
• Rotating weekends
• Weekend availability

Ability to commute/relocate:

• Bethlehem, PA 18017: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical support: 1 year (Required)
• Windows: 1 year (Required)

Work Location: In person

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