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

Introduction to arenaflex

At arenaflex, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle shapes our commitment to delivering enhanced, human-centric healthcare in a rapidly changing world. Our brand, with heart at its core, sends a personal message that how we deliver our services is just as important as what we deliver. We empower every team member to feel the impact of their role in transforming our culture and accelerating innovation to make healthcare more personal, convenient, and affordable.

Job Overview

The IT Service Center Technician at arenaflex provides advanced technical phone support to our employees, contractors, clients, and vendors. This critical role requires answering calls, opening and escalating tickets, triaging and troubleshooting support issues, and determining the business impact of issues to ensure correct escalation of outages. The successful candidate will work tickets in their queues, collaborate with an internal escalation team to resolve issues, and serve as an intermediate hardware and software technical support resource.

Key Responsibilities

• Provide advanced-level technical support for all PC hardware, software, and peripherals, ensuring the stability of LAN/WAN connections and maintaining high-quality service within defined Service Desk SLAs.
• Consistently adhere to defined Service Desk processes, policies, and procedures, recording, tracking, and reporting all customer incidents and service requests through to completion.
• Acquire and maintain an advanced level of knowledge for supported products and support policies, proactively researching new technologies, including Windows 7/8/10, Office 2007/2010/2013, and desktop/laptop security solutions.
• Deploy software using automated tools and ensure regular and reliable attendance, an essential function of the position.

Essential Qualifications

To succeed 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; and HP Printer Support.
• Ability to work Monday to Friday, 2 PM-10:30 PM EST, after the initial training period (Monday to Friday, 8 AM-4:30 PM for the first six weeks).

Preferred Qualifications

While not required, the following qualifications are preferred:

• 2+ years of desktop support experience.
• Excellent customer service skills.
• Strong analytical skills.
• Ability to adapt to an ever-changing environment and handle high-stress situations.
• 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).

Education and Compensation

A high school diploma or GED, or equivalent experience, is required. The typical pay range for this role is $17.00 - $34.15 per hour, depending on experience, education, geography, and other relevant factors. This position is also eligible for a bonus, commission, or short-term incentive program.

Benefits and Perks

At arenaflex, we offer a comprehensive range of benefits, including medical, dental, and vision coverage, a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and a fully-paid term life insurance plan. Our employees also enjoy numerous well-being programs, education assistance, free development courses, a store discount, and discount programs with participating partners. Paid Time Off (PTO) or vacation pay, as well as paid holidays, are also provided.

Career Growth and Development

At arenaflex, we are committed to helping our employees grow and develop in their careers. We offer a range of training programs, workshops, and conferences to help you enhance your skills and knowledge. Our culture encourages collaboration, innovation, and creativity, providing opportunities for you to make a real impact and contribute to the success of our organization.

Work Environment and Culture

Our work environment is dynamic, supportive, and inclusive. We value diversity, equity, and inclusion, and we are committed to creating a workplace where everyone feels welcome and valued. Our employees are self-disciplined, hardworking, curious, trustworthy, humble, and truthful, and we are proud to be recognized as a top workplace in the area.

Conclusion

If you are a motivated and experienced IT professional looking for a challenging and rewarding role, we encourage you to apply for the IT Service Center Technician position at arenaflex. With a competitive salary, comprehensive benefits, and opportunities for growth and development, this is an excellent opportunity to join a dynamic and supportive team and contribute to the success of our organization. Apply now and take the first step towards a fulfilling and rewarding career with arenaflex.