Customer Excellence Specialist (IT Support)

Location: Onsite in Cleveland, Ohio, United States; 8 AM–4 PM EST, Monday–Friday. Some travel may be required for training and meetings.

Salary: $45,000 per year. Benefits include medical, dental, and vision insurance, 401(k) access, paid time off, and potentially paid sick leave or other legally required paid time off.

Company

hirify.global is a global services firm with over 9,000 associates, more than 40 years of experience, and a focus on uniting talent and technology for public and commercial sector clients.

What you will do

• Provide onsite IT service and end-user support to assigned schools as the face of the Department of Information Technology.
• Log, categorize, prioritize, escalate, resolve, document, and close IT service disruptions.
• Diagnose and resolve technical problems through telephone, email, and one-on-one customer interactions.
• Escalate unresolved issues with supporting documentation and communicate trends, significant problems, and delays to peers and management.
• Meet account and team Service Level Agreements/Objectives, support technical training, and assist with new tools and process implementation.
• Recommend procedure improvements, maintain technical knowledge, and work independently while managing varying workloads.

Requirements

• 3–5 years of experience in a Service Desk or technical support role.
• At least 1 year of professional customer service experience.
• Degree in Information Systems or Computer Science, or equivalent experience; Computer Science is preferred.
• Strong troubleshooting, documentation, written communication, oral communication, and attention-to-detail skills.
• Desktop and laptop hardware support experience.
• Proficient knowledge of Microsoft Desktop Operating Systems.
• Excellent customer service skills, with a solution-driven and detail-oriented approach.

Nice to have

• Experience with network printers.
• A+ Certification or other relevant certifications.
• Basic MDM administration experience with Chrome, Clever, Jamf, or Intune.

Culture & Benefits

• Normal office work environment with predominantly sedentary computer-based work.
• Medical, dental, and vision insurance.
• 401(k) retirement account access.
• Paid time off and potentially paid sick leave or other paid time off as required by applicable law.
• Commitment to equal employment opportunity, inclusion, and reasonable workplace accommodations.