Job Description

Summary

Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision and values of the organization. The primary responsibility of this position is to play a key role in providing technical support for all areas of IT. You will deploy equipment, update systems, troubleshoot problems and provide hands-on support for IT issues within our organization.

Duties & Responsibilities

Essential Functions

• Resolve IT Support issues for both on-site and remote workers in a timely and professional manner.
• Monitor and handle incoming tickets and reassign as needed.
• Installs and configures laptops, mobile devices, and peripheral equipment per company standard configuration.
• Become a Subject Matter Expert on platform(s) that we utilize.
• Assist in managing user accounts and security access levels in all systems.

Additional Functions

• Suggest, maintain, improve, and implement new programs and processes.
• Monitor and handle incoming tickets and reassign as needed.
• Meet with internal teams to determine needed resources and requirements.
• Prepares project status reports by collecting, analyzing and summarizing information.
• Assist in analyzing issue trends and provide recommendations to improve operational efficiencies.
• Provide desk and mobile phone support issues.
• Some storage, operations and administration tasks as assigned.
• Appropriate use of CRM system to track, document and report work tasks and status.
• Perform required documentation tasks as required by Technology P&P’s.
• Participate in on-call rotations as needed to ensure continuous operation of IT services and support for critical issues.

Requirements

• World Class problem-solving skills to help resolve customer complaints or needs.
• Excellent verbal and written communication skills to communicate product ideas to clients.
• Up-to-date understanding of the industry's consumer behavior.
• Strong customer service and interpersonal skills for dealing with different types of customers and clients.
• Exceptional analytical skills for analyzing client data.
• Time management and multitasking skills in order to handle multiple tasks and clients at once.
• Strong organizational skills and attention to detail.
• Experience delivering client-focused solutions to customer needs.
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.

Education & Experience

• Bachelor's degree in Computer Science, Information Technology or other related fields is preferred
• 1+ Years’ Experience Supporting IT workstations, applications, and connectivity.
• Strong Communication Skills Required
• Proficiency in Microsoft Office Suite, CRM

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.

Basys is an equal opportunity employer

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