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
Job Tags
Full time, Temporary work, Work experience placement, Flexible hours, Shift work, Night shift, Afternoon shift, Monday to Friday,