IT White-glove Support Specialists

IT White-glove Support Specialists
Location: Albany, NY
Hire Type: Full-Time
salary - 75k

The role of IT White-glove Support is crucial in providing helpdesk technical support. The candidates must be adept at troubleshooting and documenting issues effectively. This role is the first point of contact for all inbound service requests for PC, Apple, or infrastructure support. The primary responsibilities include:

Provide white-glove technical support to AbleTo's Clinicians via phone, email, and remote login.
Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
Proactively and consistently communicate with clients and colleagues
Accurately and promptly record all-time in our ticketing system
Proactively manage ticket queue
Ensure all ticket notes and statuses are up to date
Troubleshoot end-user technical issues and document all steps up through resolution
Effectively multi-task to manage workload
Collaborate on the improvement of operational effectiveness
Document, take ownership of, and escalate issues
Meet individual and team SLA targets