Bi - weekly Part - time Desktop Support Technician - Cocoa, FL

Business Technology Specialist

Inspiroz is seeking a driven, detail-oriented part-time Business Technology Specialist (BTS) to join our on-site IT support team in Cocoa, FL. As a BTS, you will play a crucial role in supporting the day-to-day technology support at one of our client sites in Cocoa. Working under the supervision of an Inspiroz Service Delivery Manager, you will interact regularly with our remote technical support team and various client contacts.

For over a decade, ACS Intl has established a reputation in the Managed IT Services industry as a premier provider of business technology strategy and support. Take the next step in your IT career, and apply today!

Key responsibilities for this position include the following:

Technical support and problem resolution

• Take the lead in resolving technical issues that require on-site support.
• Manage on-site installation, repairs, and maintenance for workstations, network equipment, and peripheral devices.

• Conduct thorough troubleshooting to identify the root cause of problems.
• Assist with projects on an as-needed basis, collaborating with project teams and stakeholders as required.
• Act as the liaison between on-site operations and the remote IT support team in India.
• Communicate technical issues and requirements to the remote team accurately and clearly.
• Provide detailed information and documentation to facilitate remote troubleshooting and support.

• Works closely with the remote service desk team to resolve technical issues.
• Stay up-to-date with the latest technology trends, advancements, and best practices in the education sector.

Customer support and service

• Communicates updates, challenges, and tasks to the client in a clear and timely manner.
• Listens actively to client concerns and addresses them appropriately.
• Establishes and maintains strong relationships with clients, fostering a sense of trust and partnership.
• Assists clients in aligning technology solutions with their specific goals and requirements.
• Ensures client satisfaction by following up on issue resolution and providing necessary support.

• Takes personal interest in the quality of work and meeting customer needs.
• Demonstrates professionalism and clarity in written communication, ensuring accuracy and attention to detail in all email interactions.
• Responds to emails within two hours during business hours and ensures timely responses to after-hours emails or requests, as per the company's communication policy.

Time Entry and Ticket Management

• Accurately and diligently tracks time spent on-site using ConnectWise Manage's time entry feature.
• Regularly updates ticket statuses and provides clear and concise notes for effective communication and collaboration.
• Follows the company's established workflow procedures, including ticket creation, assignment, and resolution processes in ConnectWise Manage.
• Conducts a thorough review of assigned tickets for the next day before the end of the current shift to prepare effectively.