IT Support Technician - Help Desk

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Description

Tier I Technical Support Specialist


Type: Entry Level, Permanent Full-time
Salary/Pay: Commensurate with experience


GENERAL SUMMARY:
The Tier I Technical Support Engineer is an entry level position in a growing company. The position is responsible for handling tickets associated with end client issues assigned by our Dispatch Coordinator. Maintaining a professional demeanor, ensuring client satisfaction and timely resolution or escalation are essential in this position.


Essential Duties and Responsibilities:

Provide excellent customer support services to end users
Provide phone and e-mail support in compliance with established policies and procedures to attain Service Level Agreement metrics.
Diagnose internal and external service requests
Provide end-user troubleshooting and support to internal and external customers.
Apply diagnostic techniques to identify problems and investigate root causes for the escalation of issues.
Properly track and record service related work and time information in our Professional Services Automation (PSA) tool.
Knowledge, Skills, and/or Abilities Required:

Able to perform basic troubleshooting of Windows stand alone and Windows networked PCs.
Strong customer relationship skills, able to communicate in a respectful and professional manner during service calls.
Excellent listening and communications skills, both verbal and written.
Organized, detail oriented and self-motivated.
Ability to follow procedures and protocols.
Ability to provide and maintain detailed documentation on each job.
Strong computer skills and the ability to effectively communicate through e-mail and phone.
Intermediate knowledge of networking, printers, Internet communications protocols.
Working knowledge of all Microsoft Workstation Operating Systems and Applications.
Ability to remain in contact with the client through the closure of the incident.
Problem-solving abilities and ability to meet reasonable deadlines.
Ability to build positive and collaborative relationships.
Willingness to develop professionally.
Ability to work with little supervision and work within a team.

Experience and Education Requirements:

1-3 years Business level Microsoft Operating System and Domain troubleshooting experience required.
A+ Certification a plus
NET+ Certification a plus.
Microsoft Certified Professional (MCP) a plus.
Familiarity with Autotask and/or Continuum a plus
Basic understanding of Managed Services required
Working Conditions/Benefits:

Modern professional office environment.
Team values
Family principals
Success driven
2 weeks accrued vacation per year (available after 90 days)
Paid holidays
Relaxed environment
Opportunity for growth
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

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