Vacancy caducado!
- The Tier 1 Service Desk Technician position's primarily responsibility is to provide first level support.
- Serves as the first point of contact for incoming support requests and is responsible for gathering the information necessary to triage a problem and create a ticket.
- They must support users remotely, through a variety of methods, and offer both how-to style guidance as well as basic troubleshooting and problem solving for technical issues.
- Must not only have good technical knowledge, but excellent customer service and communication skills as well as patience when dealing with difficult or frustrated end users.
- Work includes requests and issues that are isolated to a single computer or user and that can typically be solved within about 15 minutes to 1 hour.
- This includes, but is not limited to, basic how-to and user education; password resets and login issues; software installs, updates and upgrades; remote hardware diagnosis and troubleshooting; and printer troubleshooting and installs.
- Answering incoming phone calls.
- Creating, updating, and managing tickets in the PSA. Providing support either onsite or remotely via phone, email and using the RMM.
- Maintain documentation.
- User guidance and how-to's.
- Password resets, assistance with login issues.
- Software installs, updates and upgrades. Remote hardware diagnosis and troubleshooting.
- Printer troubleshooting and installs.
- Reactionary response to ISP outages as part of overall team plan.
- Escalation of more complex or critical issues to other tiers.
- High school diploma or equivalent.
- Strong organization and time management.
- Strong troubleshooting, diagnostic, and problem-solving skills. Detailed knowledge of computer hardware, Windows operating systems, and software.
- Solid understanding of networking concepts.
- Strong customer service and communication skills, with outgoing personality.
- Self-starting, and the ability to take direction and work as part of a team.
- Willingness to learn.
- Preferred: CompTIA A+ Certification CompTIA Network+ Certification Prior help desk, ticketing, and remote support experience.
- Prior familiarity with ServiceNow for ticketing
- 401k Retirement Savings Plan administered by Merrill Lynch
- Commuter Check Pretax Commuter Benefits
- Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro
Vacancy caducado!