Come join the largest IT Services firm in Stockton in providing best-in-class service to our customers. We're looking for smart, hard-working, and fun folks who's gig is serving people, learning about the latest technologies, and working with top-of-the-line equipment.

Verve Networks is a large and growing firm focused on serving the small- to mid-sized business community in the San Joaquin Valley. Our employees are as valuable as our customers and we need more people just like you to join our team.

Our Service Technicians represent the foundation of our Service Delivery team. We need folks with personality, work ethic, strong communication skills, empathy, aptitude and technical know-how. Kick-ass ping-pong skills wouldn't hurt either. If this near-mythical combination of attributes sounds like you, please read on!

As a Helpdesk Technician, you are responsible for providing first level technical support via phone or email to our customer base. You are expected to triage all issues received from our clients, identify issues you are qualified to resolve, and escalate remaining issues to senior staff. You must have technical aptitude, but more importantly you must be highly personable, have the ability to create and maintain relationships with end-users over the phone, be able to communicate technical instructions to non-technical people, and exhibit strong written communication skills. As field-based support may sometimes be required, a high level of professionalism and presentation is important as well.

Primary Responsibilities

  • Respond quickly, professionally, and courteously to customers requiring technical support.
  • Engage end users on a personal level, create confidence and trust, reinforce our brand promise, and deepen our relationship with the client.
  • Answer, evaluate, and prioritize requests for assistance from users experiencing problems with hardware, software, networking, telephony, and other computer related technologies.
  • Attempt resolution of entry level technical issues and escalate remaining issues to senior staff.
  • Set up and install new desktop and laptop equipment according to our standards ensuring proper installation of cabling, operating systems, and appropriate software.
  • Manage customer expectations through proper communication.
  • Provide proper follow-through to ensure issues are resolved to satisfaction.
  • Provide assistance to senior team members when necessary.
  • Document and update installation, configuration, deployment and maintenance procedures.
  • Provide after-hours on-call emergency support as needed.
  • Adhere to standardized workflow and processes.
  • Participate in special projects as assigned.
  • Able to move PC equipment (monitors, printers, laptops, etc) as required to complete assigned installation and troubleshooting tasks.

Requirements

  • 0-2 years of technical support or customer service experience.
  • Possess or have ability to possess A+, Network+, Security+, MCITP, and/or Microsoft Office Specialist (MOS) Certifications.