Technical Support Specialist I

The Helpdesk Analyst II serves as the primary point of contact for employees seeking technical assistance and issue resolution. 3Ci is looking for a combination of strong technical skills and exceptional customer service to ensure timely resolution of incidents and fulfillment of service requests. While currently remote, this position may transition to a hybrid model in the future. The day-to-day experience is providing phone support for Client employees, assisting with their Technology needs.

Required Education and Experience

• Bachelor's degree in a technology-related field preferred
• 1 - 3+ years of experience in a computer/technology field preferred

General Requirements

• Exceptional analytical and problem-solving abilities

• Ability to manage multiple tasks and priorities independently

• Strong customer service, oral, and written communication skills

Preferred Requirements

• Thorough knowledge of information technologies and infrastructure

• Understanding of LAN/WAN technology

• Familiarity with mainframe technology and access technologies

• Knowledge of Remedy Event Management System

Essential Functions

• Provide frontline support to Client employees for technology-related issues and service requests

• Document all incidents thoroughly for trend analysis and call avoidance purposes

• Troubleshoot and resolve technical issues promptly and effectively

• Develop and implement solutions to recurring problems

• Collaborate with internal teams to escalate complex issues when necessary

• Adhere to core business hours of operation (Monday - Friday 5:00 AM to 6:00 PM Central) and potentially work shifts as required

• Perform other tasks as required