User Support Specialist I

At IWCO, we spend our days in the relentless pursuit of better ideas, better creativity and better performance across all direct response marketing channels. It's about being impactful, disciplined and measurable, while enjoying the process, being a part of a supportive team and having some fun along the way.

IWCO cares and plays an active role in our communities. We also work closely with industry partners, like the U.S. Postal Service, paper suppliers, technology innovators and execution partners to drive added value for our clients, push creativity, decrease costs and to drive better performance.

If you're thinking of a new career, every day at IWCO we're about doing the same thing for our employees as we do for our clients: Making Better HappenSM. We care about results. And we care about each other. We all strive to be better today than we were yesterday. We offer a competitive compensation and benefits package and on-site wellness programs - not to mention the opportunity to work with the most talented people in marketing who'll challenge you and help you become better every day.

Overall Summary:

The User Support Specialist I provides technical and application assistance to end users throughout the company via email, phone or chat.

Primary Duties/Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Advise users on methods, steps and actions for issue resolution and provide documentation as needed.
• Document incident using help desk systems or tools.

• Provide first level contact; convey resolutions to customer issues.
• Properly escalate unresolved queries.
• Track, route and redirect problems to correct resources.
• Walk customers through problem solving process.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Record events, problems and resolution in the Call Tracking System.
• Follow-up and update customer status and information.
• Share customer feedback or suggestions with the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Implement individual objectives set by IT Support and Services Manager.
• Follow procedures set forth by IT department members to correct problems.
• Ensure quality standards are met for excellent customer service; assure that all customers receive consistently professional and responsive service.
• Contribute ideas and/or suggestions to strengthen and improve the Information Technology Department policies.

• Perform other (or other related) duties as applicable or assigned.

Salary:
The starting hourly rate range for this position is $26-$31.50/hour

At IWCO, base pay is determined by job-related knowledge, skills, credentials, and experience, along with factors such as role scope and location. Candidates seeking compensation outside of the posted range are encouraged to apply and will be considered based on their individual qualifications and/or may be considered for other positions.

Pay is influenced by a variety of factors specific to the position, including market conditions and, in some cases, education, work experience, and certifications. Beyond competitive pay, IWCO is committed to supporting our team members and their families with comprehensive benefits. These may include health, dental, and vision insurance, life insurance, and other wellness programs. Eligible employees also enjoy 401(k) plans, paid holidays, vacation time, sick leave, and more. At IWCO, we invest in you so you can take care of what matters most.

IWCO is an Equal Opportunity Employer. We welcome diversity and provide equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, or any protected status as defined by law. Accommodations are available for individuals with disabilities upon request. Contact our HR Department for more information.

Required Skills/Abilities/Competencies:

• Excellent written and verbal communication, strong documentation expertise.

• Excellent customer relationship skills; ability to build rapport with team members and end users.
• Ability to effectively manage time and adapt to changing priorities as part of a small, agile team.

• Strong analytical, diagnostic, and troubleshooting skills.
• Deep understanding and familiarity with Microsoft desktop operating systems and productivity applications.

• Knowledge of Microsoft Office 365 and Microsoft Teams.

• Working knowledge of Windows Server, Active Directory, LAN, WAN, and wireless networks.

Education and Experience:

• Associate Degree in Computer Information Systems or other IT related discipline, or equivalent relevant work experience.
• 1-3 years' experience working with computers or enterprise helpdesk experience preferred.
• Experience with ITSM software for Incident Management, Change Management and Asset Management.

Physical Requirements:

• Ability to work 8 hours consecutively.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be physically capable of lifting and carrying up to 20 lbs.
• Pre employment drug screen and background check required

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