Experienced IT Service Center Technician – Advanced Technical Support and Customer Service Specialist for Complex Hardware and Software Issues

Introduction to arenaflex At arenaflex, we are driven by a single, clear purpose: to bring our heart to every moment of our customers' health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. As a leader in the health care industry, we are dedicated to making a positive impact on the lives of our customers, employees, and communities. Our Heart At Work Behaviors support this purpose, empowering every employee to play a vital role in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable. Job Overview We are seeking an experienced IT Service Center Technician to join our team at arenaflex. As an IT Service Center Technician, you will provide advanced technical phone support for arenaflex employees, contractors, clients, and vendors. Your primary responsibility will be to answer calls, open and escalate tickets, triage and troubleshoot support issues, and determine the business impact of an issue to escalate outages correctly. You will work closely with our internal escalation team to resolve or route issues, ensuring that all customers receive excellent service and support. Key Responsibilities Provide advanced level technical support for all PC hardware, software, and peripherals, while assisting in maintaining the stability of LAN/WAN connections and ensuring a consistent high level of quality. Consistently adhere to defined Service Desk processes, policies, and procedures. Record, track, and report on all customer incidents and service requests through to completion within defined and documented Service Desk SLA’s. Acquire and maintain an advanced level of knowledge for supported products and support policies. Proactively research and stay abreast of new technology, including but not limited to: Windows 7/8/10, Office 2007/2010/2013, and Desktop/Laptop security solutions. Deploy software using automated tools. Work collaboratively with the internal escalation team to resolve incidents and complete service requests as necessary. Essential Qualifications To be successful in this role, you will need: 1+ years of call center phone support experience. 1+ years of experience with Microsoft Operating Systems, including Windows XP/7/8/10; MS Exchange/Outlook 2007/2010/2013 environments; IE 8/10/11, Chrome; Active Directory; Microsoft Applications, including the MS Office Suite; Mainframe and Emulators; Unix/Putty; Citrix; SQL Server; remote computer control software; HP Printer Support. Ability to work one of the following schedules: 6AM-2:30PM EST Off Thursday and Sunday or 6AM-2:30PM EST Off Thursday and Friday. High school diploma or GED or equivalent experience. Preferred Qualifications While not required, the following qualifications are preferred: Two (2)+ years of desktop support experience. Excellent customer service skills. Strong analytical skills. Ability to adapt to an ever-changing environment. Ability to handle a high-stress environment. Experience working in a high call/ticket volume environment. Strong critical thinking skills. Experience with SCCM, Dameware, and ServiceNOW (or similar Service Desk ticketing system). Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Technical expertise : Advanced knowledge of PC hardware, software, and peripherals, as well as experience with Microsoft Operating Systems, MS Exchange/Outlook, and other supported products. Customer service skills : Excellent communication and interpersonal skills, with the ability to provide exceptional customer service and support. Problem-solving skills : Strong analytical and critical thinking skills, with the ability to troubleshoot and resolve complex technical issues. Collaboration and teamwork : Ability to work collaboratively with the internal escalation team and other stakeholders to resolve incidents and complete service requests. Adaptability and flexibility : Ability to adapt to an ever-changing environment and handle a high-stress environment. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As an IT Service Center Technician, you will have access to a range of training and development opportunities, including: On-the-job training and mentorship. Formal training programs and workshops. Opportunities for career advancement and professional growth. Access to a range of online learning resources and tools. Work Environment and Company Culture At arenaflex, we pride ourselves on our positive and supportive work environment. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we are committed to creating a workplace where all employees feel valued and empowered to contribute their best work. As an IT Service Center Technician, you will be part of a dynamic and collaborative team, working together to deliver exceptional service and support to our customers. Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, including a base salary range of $17.00 - $31.30 per hour. In addition to your base salary, you will also be eligible for a range of benefits, including: Medical, dental, and vision benefits. 401(k) retirement savings plan. Employee Stock Purchase Plan. Term life insurance plan. Short-term and long-term disability benefits. Well-being programs and education assistance. CVS store discount and discount programs with participating partners. Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Conclusion If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As an IT Service Center Technician, you will play a vital role in delivering exceptional service and support to our customers, while also contributing to the growth and development of our organization. Don't miss out on this opportunity to join a dynamic and supportive team and take your career to the next level. Apply now to become a part of the arenaflex team! Apply for this job