Rapid Resolution Specialist (Tier 1 IT Help Desk)

About Marco Technologies

Marco Technologies is a U.S.-based IT services and consulting company that helps businesses manage and improve their technology systems. Founded in 1973 and headquartered in St. Cloud, Minnesota, it started as a small office supply business and gradually expanded into a full-scale technology solutions provider. The company offers services such as managed IT support, cloud computing, cybersecurity, business communication systems, and even managed print services, meaning organizations can outsource their entire tech infrastructure instead of maintaining large in-house IT teams. In simple terms, Marco Technologies acts as a “technology partner” for companies, ensuring their systems run smoothly, securely, and efficiently. While it is not a product-based tech giant like Google or NVIDIA, it plays an important role in the IT services sector, especially for businesses that need reliable day-to-day technology management and support.

Job Description

The Rapid Resolution Specialist is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will be responsible for determining problem severity, performing basic remediation, and assigning service requests to appropriate resources.

ESSENTIAL FUNCTIONS:

• Respond to client calls, client emails, system alerts and other correspondence in an appropriate and timely manner.
• Participate as a primary resource within the inbound calling contact center for Managed IT clients.
• Determine problem severity, establish priorities, and assign service request to the appropriate resource.
• Accurately and promptly log client problem information and create a service request.
• Provide prompt communications to clients (internal and external) on detailed status information and estimated resolution times for issues.
• Remediate support requests for move/add/change type work.
• Troubleshooting and remediate support requests for basic and intermediate break/fix type work.
• Verify systems and applications functionality to identify proper resources to assign for resolution.
• Verify and maintain client contact and database information.
• Participate in best practices and follow operations procedures to create efficiencies.
• Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process.
• Attend required company and departmental meetings.
• Act in accordance with Marco policies and procedures as set forth in the employee handbook.

EDUCATION AND EXPERIENCE:

• High School diploma and two years of relevant experience or an Associate’s degree; or equivalent combination of education and experience.
• Previous IT experience preferred.

REQUIRED SKILLS:

• Proficiency with business collaboration tools including MS Office applications, Outlook and company specific programs.
• Solid customer service abilities including telephone skills.
• Excellent verbal and written communication with internal and external clients.
• Excellent organizational and time/task management skills with the ability to prioritize tasks and work within a defined timeline and to operate with changing priorities.
• Ability to gather and analyze information.
• Performs work with accuracy and thoroughness.
• Excellent follow through to see tasks through completion.
• Function collaboratively as part of a fast-paced, client orientated team.