Helpdesk Specialist

Location:  Columbia, MD

To Apply: Send resume to careers@thrivenetworks.com

About Us

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.  Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers.  Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER.  If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

Position Overview

Provide top notch technical support and customer service to a variety of clients in the Mid-Atlantic area.

Primary Responsibilities

  • Handle Tier 1 help desk escalations through tickets and/or phone contact
  • Follow up on outstanding requests and ensure timely resolution
  • Create accounts and configure hardware as part of on‐boarding process
  • Manage and monitor technology assets to ensure accurate inventory
  • Other duties may be added and/or assigned as needed

Required Experience

  • Windows 10, Mac OS X, Google Collaboration Apps or Office 365
  • Mac & PC hardware, printers, scanners, computer peripherals and mobile devices
  • Client device connectivity knowledge ‐ Ethernet, wireless, TCP/IP and VPN
  • Customer service and troubleshooting skills
  • Ability to communicate technical information both verbal and written

Responsibilities

  • Act as the first level support for customer technology problems and identify root causes, resolve, and monitor technology support requests in a timely, effective, and professional manner
  • Properly escalate and document unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports as needed
  • Ability to adapt to a fast paced, team environment
  • Regularly maintain internal service ticket information

Qualifications

  • Bachelor’s Degree required
  • 1‐3 years in a Customer Service-related position
  • 0‐3 years of IT Help Desk Support experience
  • Basic technical support knowledge
  • Proficiency or ability to quickly become proficient with managing an internal ticketing system
  • Computer literacy including MS office, Excel skills
  • High attention to detail and accuracy
  • Team player with ability to effectively communicate with internal staff and external clients
  • Ability to speak and communicate fluently in English language

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, filing cabinets and fax machines. Some local travel may be required as well as extended customer on‐site work.