Job Description

Job Overview:  We are seeking a highly motivated and customer-focused IT Tier One Support Desk Technician to join our team. In this entry-level role, you will be responsible for providing first-line technical support to end-users within our client base. The ideal candidate will have excellent problem-solving skills, a strong customer service orientation, and a passion for technology. As a Tier One Support Desk Technician, you will serve as the first point of contact for technical issues, assisting with a wide range of IT support tasks.

Key Responsibilities:

• Customer Support:  Respond promptly to user requests via phone and emails offering basic technical assistance and troubleshooting for hardware, software, and networking issues.
• Technical Assistance:  Diagnose and resolve common technical issues, including login problems, system errors, software installations, and printer issues. Escalate complex issues to higher tiers of support when necessary.
• Documentation:  Maintain clear and accurate records of support requests, resolutions, and any follow-up actions in the help desk ticketing system.
• Hardware Setup:  Walk customer through the setup, configuration, and installation of hardware devices, such as computers, monitors, printers, and mobile devices. When necessary, visit the site to complete more complicated setups.
• Continuous Learning:  Stay updated on the latest technological trends and best practices to improve troubleshooting processes and deliver exceptional user support.
• On Call Support:  Provide after-hours on-call support as part of a rotating team of technicians, to manage emergency incidents that may occur after standard working hours.
• Other Duties:  Other tasks or assignments, within the scope of technical support, as needed.

Qualifications:

• Education:  An associate degree or certificate in IT (such as CompTIA A+ or equivalent) required.
• Experience:  1 year of working experience in an IT Support role if there is no formal education. Fresh graduates are encouraged to apply.
• Technical Skills:  Basic knowledge of computer systems, software applications (Microsoft Office, Windows OS, etc.), and network fundamentals.
• Problem-Solving:  Strong analytical and troubleshooting skills with the ability to diagnose and resolve technical issues effectively.

• Communication:  Excellent written and verbal communication skills with a focus on building rapport, listening, and questioning skills.

• Customer Service:  A positive attitude and willingness to help others, with a strong emphasis on customer satisfaction.
• Team Player:  Ability to collaborate with team members and other departments to resolve issues and improve service delivery.
• Desire to Learn:  Must have an inquisitive mind and naturally have a desire to learn.

Requirements:

• Must be reliable
• Proficient in English
• Ability to lift and carry basic computer equipment up to 50lbs
• Have a valid driver’s license and reliable transportation
• Ability to travel onsite to client locations 2-3 times a month (occasional overnights)
• Ability to pass a background check and drug screen

Working Conditions:

• Full-time position
  • 8-hour shift
  • Monday through Friday
  • On Call required – Currently once every 5 weeks
• Ability to work from home
• Occasional evening or weekend work depending on support coverage needs.

Benefits:

• Opportunities for professional development and certification
• A dynamic, supportive, and innovative work environment
• Competitive salary and generous benefits package
  • Health insurance (Employee premium 100% company paid)
  • Dental Insurance
  • Vision Insurance
  • Flexible spending/Health savings account
  • Company paid life insurance
  • 401(k) with company match
  • Paid time off
  • Parental Leave

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