GruntWorx IT Support Rep

JOB SUMMARY:

Franklin, NC

The IT Support Rep will work with both Support Manager and IT Manager to assist with support of all GruntWorx products and customers as well as internal employees. Responsibilities include inbound and outbound calling to answer support questions and assisting the IT manager with internal computer and networking support.

This is a full-time position. Apply below.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Customer Support:

  • Answer inbound calls from customers and provide Level 1 support
  • Troubleshoot and diagnose issues
  • Triage and document customer issue
  • Escalate to the next level as needed

IT Support:

  • Assist IT manager with diagnosing and troubleshooting internal computer and networking issues
  • Assist with compliance documentation

SKILL AND EDUCATIONAL REQUIREMENTS

  • Computer literacy including Chrome, FireFox, Outlook, Word, and Excel software.
  • Technical support background or technical school experience preferred
  • Self-motivated, with ability to organize
  • Strong interpersonal skills for dealing effectively with customers
  • Excellent communication skills

NEEDED ATTRIBUTES/COMPETENCIES:

Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Business Acumen – Understands the business implications of decisions.
Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Editing – demonstrates attention to detail.
Ethics – Treats people with respect; inspires the trust of others; works ethically and with integrity; upholds organizational values
Initiative – Volunteers readily; undertakes self-development activities; seeks increased responsibilities; asks for and offers help when needed.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
Planning/Organizing – Prioritizes and plans work activities; uses time efficiently; sets goals and objectives.
Quality Management – Works with Supervisors to find ways to improve and promote quality; demonstrates accuracy and thoroughness; applies feedback to improve performance; monitors own work to ensure quality.
Safety and Security – Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly. Will be working in a SSAE16 compliant workspace and will adhere to all compliance policies and procedures.
Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives.
Technical Skills – Strives to continuously build knowledge and skills; shares expertise with others.
Written Communication – Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively.

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