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# Rapid Resolution Specialist (Tier 1 IT Help Desk)

- **Company:** Marco Technologies
- **Location:** United States (Remote available)
- **Salary:** $41,475.0 - $62,234.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Outlook, Collaborative Software, Databases, Microsoft Office, Information Technology
- **Published:** June 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=9b0f598f52c611d1

## About the Role

* 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., * 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.

## 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., * 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.


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