At True North ITG, Inc. we know IT, and we’re consistently driving innovation to improve the overall customer experience. As a Managed Services Provider (MSP), we use technology intelligently to make IT operations smarter, streamlined, and ultimately, more successful.
Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person with an entrepreneurial spirit who exceeds expectations and appreciates a team-centric environment and awesome coworkers, we would love to talk to you!
GENERAL SUMMARY:
We seek a highly organized and skilled professional to join our team as an IT Service Liaison with Level 1 (L1) technical support knowledge. The ideal candidate will have a strong background in customer service, exceptional communication skills, and a solid understanding of IT systems and troubleshooting. This role requires the ability to prioritize and coordinate service requests while providing basic technical assistance to end-users. As an IT Services Liaison L1, you will play a critical role in ensuring smooth service operations and timely resolution of technical issues.
Essential Duties and Responsibilities:
1. Service Coordination:
Develop and maintain technical knowledge of assigned client environments
Perform regular, proactive service implementing best practices and standards
Receive and log incoming service requests, incidents, and inquiries via phone, email, or ticketing system.
Assign and update ticket priority levels per company standards and based on end user feedback.
Communicate and coordinate with end-users, technicians, and other stakeholders to ensure timely resolution of issues.
Travel between sites to coordinate and deploy equipment, set up printers and PC’s, etc.
Maintain accurate and up-to-date records of service requests, progress, and resolution details.
Provide regular status updates to stakeholders and escalate issues as needed.
2. Level 1 Technical Support:
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Tackle L1 level issues and escalate when the task cannot be completed within agreed upon service levels
Serve as the initial point of contact for end-users seeking technical assistance.
Respond to user inquiries and troubleshoot technical issues, escalating complex problems to appropriate teams if necessary.
Provide basic technical support for hardware, software, some network, and other IT-related problems.
Perform remote troubleshooting and guide end-users through problem-solving steps.
Identify and escalate recurring issues or potential system-wide problems to the appropriate teams.
3. Documentation and Knowledge Management:
Document service desk procedures, troubleshooting steps, and resolutions for future reference.
Improve customer service, perception, and satisfaction.
Contribute to the knowledge base by creating and updating articles and FAQs.
Provide training and guidance to end-users on basic IT-related tasks and best practices.
4. Customer Service and Communication:
Ensure excellent customer service by delivering timely, friendly, and professional support.
Act as a liaison between end-users and technical teams, facilitating effective communication.
Manage user expectations and provide regular updates on the status of service requests.
Maintain a positive and helpful demeanor while addressing user inquiries and concerns.
Knowledge, Skills, and/or Abilities Required:
Associates or Bachelors degree; relevant certifications or technical degree is a plus, or relevant work experience.
Proven experience as a Service Liaison or in a similar role.
Solid understanding of IT systems, networks, and hardware/software components.
Proficient in using help desk software and ticketing systems.
Strong customer service and interpersonal skills.
Excellent written and verbal communication skills.
Ability to prioritize, and manage time effectively in a fast pace environment.
Basic knowledge of Active Directory, email systems, and remote desktop support.
Ability to lift 50+ pounds.
Familiarity with ITIL framework and service management best practices.
Preferred experience
Experience in a healthcare environment.
Experience working for an MSP.
