**Hybrid roles - must live within 75 - 100  miles of Bridgewater, location in order to be on-site as needed**

Responsibilities:

4 month contract with possibility of extension

Skills such as strong PC, PC-applications troubleshooting, and related technology skills, customer-focused execution, strong attention to detail, patience with customers, and clear and polite communication are vital, while server and network monitoring and connectivity troubleshooting skills are highly desired. Our IT Service Desk – Network Operations Center provides end user support of proprietary business applications, support of standard (off the shelf) client software, monitoring alerts from systems and applications, and executing a variety of defined functions. The individuals that demonstrate teamwork, initiative and self-direction in this fast-paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

• The shift schedule for this role is Monday through Friday 8AM to 5PM Eastern Time in support of a 24x7x365 Service Desk – Network Operations Center (NOC). 
  1. During this four-month assignment, any iconectiv holidays will be working days including Thanksgiving and Christmas.  There will be 60 minutes in non-paid breaks each day. 
• Respond per written and oral instructions to external iconectiv customer ticketing emails and server/network/application alerts including correctly completing tickets in the ticketing application, send out assignment emails, and, as needed, calling out to technicians. 
• Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
• Monitor and respond to multiple channels of customer and systems communication including chat, email, and phone.   
• Ability to multi-task and prioritize work tasks based on specific requests.
• Accurately entering tickets into a ticketing system, assigning the tickets per a documented schedule and process, and calling/emailing the correct support technicians as required to resolve issues. 
• Carefully and accurately following all written procedures. 
• If there is extra time after the alerts and customer requests are handled: support/troubleshoot the following types of calls, questions, alerts, or tickets (not all-inclusive):
  1. IT Desktop Applications and Troubleshooting (ex. Windows, Outlook, Microsoft Office, VPN software)
  2. IT Infrastructure (ex. telephones, network/internet connectivity)
  3. Customer Service Requests (ex. password resets, VPN token resets, service questions)
• Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
• Excellent work ethic, time management, teamwork, and strong customer focus are key skills required to perform this function successfully. 
• Gain a thorough understanding of internal processes and assist as needed

Requirements:

• Outstanding customer service skills and a passion to assist customers. 
• Excellent written and verbal communication skills are a must as this is a customer facing position. 
• Minimum 1-2 years of customer service experience.
• Detailed and precise execution, initiative, critical thinking, and good follow through are key characteristics. 
• Being a self-starter and an excellent team player is a must. 
• BA/BS degree is preferred but not required.  
• Any application support experience would be a plus.            
• Being able to learn on the job and be able to quickly switch between tasks is a critical success criteria. 
• PC troubleshooting experience is a plus.
• Office is based in Bridgewater, New Jersey. At this time, the team is working remote however the need to work in the office could be required and there will be occasional team meet ups and company functions. 
• US Citizenship required.