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HCST: ticket triage and first-level support technician

04/05/2021 12:47 PM | Barry Hassler

HCST is seeking candidates for a ticket triage and first-level support technician.

HCST is a full-service IT Managed Services Provider based in Beavercreek Ohio and providing services primarily to small to mid-sized companies and organizations in the greater Miami Valley (Dayton and Springfield). Celebrating 30 years of business this year, HCST provides a wide variety of IT services: concentrating on "Managed" proactive support services, but also providing on-call break-fix services for a wide variety of clients; Business Continuity solutions (backup and disaster recovery); hardware, software and cloud-based solutions leveraging our relationships with major vendors such as Dell, Cisco, Microsoft, Amazon Web Services, Datto and Sangoma; and VoIP-based telephone solutions with on-premises PBXs, "hosted" solutions, and hybrid cloud-based PBX solutions.

HCST has earned a fantastic reputation for the quality of our services. Our technicians demonstrate that quality by their professional demeanor and appearance, trustworthiness, technical competence, and ability to interact with our clients. HCST support technicians are self-motivated -- able to pick up outstanding tasks, and work well with other team members as part of a technical support team. 

HCST has a staff of 5 highly qualified and experienced IT Support technicians with a wide variety of expertise, and 2 administrative support professionals. While highly professional and engaged, HCST operates in a relaxed atmosphere where the staff works well together in a team environment. During our current pandemic situation, HCST is operating very successfully in a hybrid work environment, with all staff able to work either remotely, or at minimal staffing levels in our Beavercreek office in addition to providing on-site support services.

This Ticket Triage Technician will be responsible for initial analysis of incoming support requests (tickets) and quickly resolving or forwarding to appropriate upper-level technicians for further response. This technician will be responsible for managing outstanding tickets by maintaining an active view of ticket queues and working with more senior technicians to ensure they are resolved in a timely manner. While concentrating on ticket management, the technician will be be able to resolve basic tickets regarding day-to-day issues such as password changes, email client configuration updates and user questions, basic printer issues and other level one requests.

Familiarity or experience with the Autotask Professional Services (ticketing) environment or similar systems is a definite distinguishing factor, but not required. 

While this position is considered entry-level, it can quickly grow with additional responsibilities such as Voice-over-IP phone system support, support of business continuity solutions, and other areas.

This position is anticipated to be exclusively office-based in our Beavercreek office, with no travel or on-site services required.

This position will initially be full-time hourly for payroll purposes, but is intended to quickly promote to full-time salaried with benefits. 

HCST requires US Citizenship, clean background checks (local and FBI), and pre-employment drug testing on all support technicians.

To respond, please forward cover letter and resume detailing experience and qualifications via Email ONLY to resumes@hcst.com.

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