Come join the largest IT Services firm in Stockton in providing best-in-class service to our customers. We're looking for smart, hard-working, and fun folks who's gig is serving people, learning about the latest technologies, and working with top-of-the-line equipment.

Verve IT is a large and growing firm focused on serving the small- to mid-sized business community in the San Joaquin Valley. Our employees are as valuable as our customers and we need more people just like you to join our team. We need folks with personality, work ethic, strong communication skills, empathy, aptitude and technical know-how. Kick-ass ping-pong skills wouldn't hurt either. If this near-mythical combination of attributes sounds like you, please read on!

Description

This is an entry-level position intended for candidates pursuing a career in the IT field. This position is focused on ensuring that our customers' issues are being identified, prioritized, and actioned properly. This is not a problem solving position, but the expectation is that your skills and knowledge during your time in this position will grow into a Level 1 / Helpdesk Technician role.

Responsibilities

  • Identify and review all service requests and operational alerts

  • Categorize and prioritize issues according to established triage policy

  • Ensure tickets meet established standards

  • Assign, track, and escalate issues according to established Service Level Agreements (SLAs)

  • Alert management of issues at risk of violating SLAs

  • Provide backup phone and responsive care coverage as needed

  • Review resolved tickets for ticket standards and quality control. Escalate as necessary.

  • Preserve and grow your knowledge of help desk systems, products, and services

Requirements

  • Strong organizational and communication skills

  • Strong technical aptitude

  • Strong customer service orientation

  • Proficiency in English

  • Entry-level knowledge of IT concepts and technologies