Job description

Tier 1 Technician (8pm-5am) POSITION SUMMARY: (Overall purpose and scope of position) A Tier 1 Technician for the Help Desk provides high-quality customer service-oriented technical support to end-users. Support requests types will vary, but are consistency received through a ticketing system, phone and email. Support requests are worked to resolution following established knowledge-based articles, requiring critical thinking and basic troubleshooting. Customer service is highly valued and maintained to the high standards set forth by client's core non-negotiables. POSITION ACCOUNTABILITIES: (Essential duties and responsibilities) • Research, diagnose, troubleshoot and work technical support requests to resolution • Follow standard procedures for escalation of unresolved issues to the appropriate internal teams • Taking ownership of customer issues reported and seeing problems through to resolution • Work with team members to support any overflow items or requests\tickets • Provide enterprise-level support to our internal\external customers • Provide support via phone, web, email, chat, and other channels as required • Provide prompt and accurate feedback to customers • Ensure proper recording and closure of all issues • Document knowledge in the form of knowledge base tech notes and articles • Other duties as assigned QUALIFICATIONS NEEDED: (MINIMUM requirements to perform the job) Capabilities: • Must be proficient in Microsoft Office products, specifically with Word, Excel, PowerPoint, and Outlook • Must be proficient in the web browsers: Internet Explorer, Chrome, and Firefox • Experience supporting/troubleshooting Android devices • Proficient computer skills and strong willingness to learn relevant software • Diagnostic and analytical skills for software and general information systems application knowledge • Experience working in a helpdesk environment • Must possess a strong ability to prioritize • Outstanding organizational and planning skills • Good problem-solving skills • Exceptional verbal and written communication skills • Excellent customer service skills QUALIFICATIONS PREFERRED: (OPTIONAL - Additional knowledge, experience or skills helpful) • Well-rounded IT Help Desk experience • Experience in phone-based technical support • Proven ability to complete projects and duties in a self-directed manner • Experience provisioning and installing software on mobile devices • Experience with asset management #6580

Requirements