IT Customer Service Technician - Randstad USA

job summary:

Are you passionate about technology and dedicated to providing exceptional customer service? We are looking for an IT Customer Service Technician to become a key member of our university clients newly established tech hub. In this role, you will deliver first-level technical support through phone, email, chat, and in-person interactions, dedicating 70% of your time to service desk responsibilities such as Tier 1 support and password resets, and 30% to store operations. The ideal candidate holds at least an Associate's Degree in Information Systems or a related field, has 1+ years of technical support experience, and possesses excellent communication skills with a proactive, customer-focused attitude. This on-site position offers a Monday through Friday schedule, 35-40 hours per week.

 
location: PITTSBURGH, Pennsylvania
job type: Contract
salary: $17 - 20 per hour
work hours: 8am to 4pm
education: Bachelors
 
responsibilities:

The Service Desk Analyst I provides various types of support, including account administration, network troubleshooting, platform support, and software applications, with the goal of resolving customer requests on first contact. Additionally, the analyst is responsible for monitoring and tracking customer issues through to resolution to ensure the highest level of customer satisfaction, documenting all work via a ticketing system. They also identify the need for and develop self-help materials for customers and support staff, including documentation and knowledge base management, under the direction of their supervisor. Working as part of a highly collaborative support team, the Service Desk Analyst I must demonstrate strong team commitment as well as the ability to work independently. Their work is planned and reviewed by the Service Desk Manager, and the candidate must be able to work a flexible schedule, especially during peak periods, while aligning with the mission of the client.

Day-to-Day Responsibilities:

• Provide first-level technical support through phone, email, online chat, and walk-in interactions.

• Handle Tier 1 support tasks, including a significant number of password resets.

• Act as a liaison between Tier 1 and Level 2 support.

• Address account administration, network troubleshooting, platform support, and software applications.

• Monitor, track, and resolve customer issues to ensure high levels of customer satisfaction.

• Document all work via a ticketing system.

• Develop self-help materials and manage documentation and knowledge base under supervisor direction.

 
qualifications:

• Experience level: Entry Level
• Minimum 2 years of experience
• Education: Bachelors

 
skills:

Tier 1

ITSM tools

Office365

Windows OS

VPN

laptop/desktop hardware

mobile devices

LAN/WAN

Video Conferencing solutions

IAM platforms

Helpdesk (2 years of experience is preferred)

Helpdesk (2 years of experience is required)

Helpdesk

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.