IT Support Engineer (Hybrid - Washington, DC)

IT Support Engineer 1 - Hybrid (Washington, DC)This is a hybrid position that requires traveling to and working at client locations 2-3 days a week in Washington, DC. Primary Purpose And FunctionThe overall performance objective of the Support Engineer I is to provide the best possible support and customer service to our clients. They are responsible for handling requests that are submitted by our customers (typically by phone) and in all cases using good judgment and timeliness in responding to and resolving each issue to the customer’s satisfaction. Success is defined by the timely resolution of requests in the best possible order based on priority. The position requires accurate documentation, tracking, and monitoring to ensure a timely resolution.Essential Functions And ResponsibilitiesCustomer FacingProvide front line phone coverage, and participate in various call center groupsProvide on-site assistance to clients within your local geographyProvide excellent customer service to Xantrion’s client baseProvide technical support as assigned for issues related to computer systems, software, and hardwareLog and track support requests in ConnectWisePrioritize and/or escalate tickets as required to ensure customer satisfactionBrief customers, as well as management, on the status of current resolution effortsWork with third party support providers when necessaryFollow up with customers to ensure an issue has been resolvedAdministrationSubmit semi-monthly timesheet and expense reportsAttending scheduled training and meeting sessionsMeet with your manager regularly to discuss opportunities and achievementsService Desk DutiesAbility to work a variable shift any time during Xantrion’s business hoursPerform audits of customer information and systems as necessary to ensure accuracyTake support tickets from the dispatcherUpdate and schedule service tickets until issues have been resolved or further escalatedPerform other duties or special projects as assignedPosition RequirementsFormal Education & CertificationBachelor’s degree from a four-year university or equivalent experienceTechnical certificates are a plusKnowledge & ExperienceMinimum of 3 years of technical support experience requiredOn-site technical support experience preferred. Basic diagnostic and analytical skillsBasic competency in the use and troubleshooting of MS Office productsExperience using Windows 7, 10, and/or Mac OSBasic computer literacy across both hardware and softwareAbility to be proactive and able to take direction and establish ownership of issues through resolutionPersonal AttributesPositive attitudeStrong written, oral, and interpersonal communication skillsStrong telephone presence with organized follow-up skillsAbility to follow established operating proceduresStrong, service-oriented, customer-focusedStrong attention to detailExperience working constructively in a team-oriented, collaborative environmentAbility to effectively multitask, managing time, prioritizing and executing tasks in a high-pressure environmentDemonstrated interpersonal skills, able to foster strong relationships internally and externallyCan follow directions, as well as apply judgment and be flexible as the situation warrantsWhen Working RemoteMust have a reliable, high-speed internet connection that effectively supports work responsibilities, including video conferencingMust have a dedicated, secure, and private workspace. Unless arranged by Xantrion, shared work environments, such as coworking spaces, are unacceptable. Client information must always be kept privateMust use Xantrion-provided PC and headset to execute job functionsBenefitsSalary range $60K - $70K; depending on experience. 100% of medical, dental, and vision for you and your family401K with company match up to 4% of salaryCertification reimbursement and annual training budget17 Days PTO per year in addition to paid training days. Bonuses for referring new clients or employeesXantrion is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. All employment is decided on the basis of qualifications, merit, and business needs at the time.Powered by JazzHRG3IddtBhuM