Job Description
Job DescriptionDescription:
The on-site IT Support Technician II is the first point of contact for employees at our Tampa call center and for remote staff across the U.S. You will keep agents on the phones by supporting our Google Workspace environment, ChromeOS devices, Five9 telephony and AgentCubed CRM.
This is a hands-on onsite role in a fast-paced sales floor environment. You will work with a high degree of independence: owning tickets from intake to resolution, setting up new hires, and keeping leadership and end users clearly informed along the way.
Key Responsibilities
- Answer support calls, emails, Slack messages and tickets, in person on the floor and remotely.
- Troubleshoot computers, ChromeOS devices, headsets, webcams and network connectivity.
- Help agents with Five9 issues such as call quality, dialing and login problems.
- Handle day-to-day Google Workspace tasks in the Admin Console, like creating accounts, resetting passwords and managing devices.
- Run IT onboarding and offboarding for new hire classes, including equipment setup and account access.
- Keep hardware inventory and equipment organized, including training and conference rooms.
- Work vendor support cases with Five9 and AgentCubed through to resolution.
- Document issues in the ticketing system, escalate when needed, and keep all data confidential.
Requirements:
Experience
- 1+ year of experience in IT support, help desk, customer service, call center, or a similar technical support environment preferred.
- Formal IT experience or certifications are a plus, but not required.
Technical Skills
- Familiarity with Google Workspace and the Google Admin Console.
- Five9 or similar VoIP/contact center platform experience.
- Basic network troubleshooting, such as Wi-Fi and connectivity issues.
- Experience with remote desktop support tools and password managers.
Working Style
- Eager to learn: picks up new tools and systems quickly and looks for ways to grow their skills.
- Comfortable working independently: prioritizes a full ticket queue, makes sound decisions without constant direction, and knows when to escalate.
- Takes ownership of problems through to resolution and follows up without being asked.
- Strong customer service and communication skills with the ability to explain technical information in a clear, approachable way..
- Keeps stakeholders informed during outages and long-running issues with regular status updates.
- Keeps work areas, inventory and documentation organized so others can pick up where you left off.
Tools, Physical Demands & Working Conditions
Equipment & software used: Google Workspace and Google Admin Console, ChromeOS devices, Five9, AgentCubed, Slack, Monday.com, Gusto, and standard office equipment including computers, printers, phones and AV equipment.
Physical demands: Regular walking and standing on the call center floor, setting up workstations, and lifting and carrying equipment up to 50 lbs. Extended computer and phone use. Fast-paced periods with multiple requests at once are typical, especially during Open Enrollment.
Working conditions: This position is onsite at our Tampa, FL office. Standard hours are Monday through Friday, morning to early evening. Occasional availability outside business hours may be required for outages, onboarding classes or peak seasons.
Equal opportunity: RateQuote Direct is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.