Help Desk Tier 1

Location: Holbrook
Posted on: November 20, 2024

Job Description:

Title: Help Desk Tier 1

Type: Permanent

Location: Long Island Area

Position Overview:

A+ Certification preferred

An Understanding of PC software, operating systems and applications, networks, and possibly hardware (peripherals) troubleshooting skills preferred

Intermediate knowledge of the functional specifications of software, networks, and hardware

- Basic-to-intermediate PC software and/or hardware systems support via telephone or e-mail in accordance with service level requirements

- Providing quality customer support from an information technology (IT) Help Desk and/or Call Center

- Moving parts used, ordering parts, posting parts, monitoring call activity, and closing calls in designated call tracking systems

- You will also have frequent contact with internal and external IT customers, all help desk peers, and managers

- Support of Associate PC Help Desk Technician, and other Level I Technicians

- Associate's degree or equivalent from two-year college or technical school and 1 year related experience, or equivalent combination of education and experience

- A+ Certification preferred

- Previous experience providing customer services (not necessarily support) over the telephone

- Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles

- An Understanding of PC software, operating systems and applications, networks, and possibly hardware (peripherals) troubleshooting skills preferred

- Intermediate knowledge of the functional specifications of software, networks, and hardware

Seeking technical support for computer hardware and software. They serve as members of a team by providing technical support via phone and email. Service Desk Technicians are under the supervision of a Service Desk Supervisor.

Service Desk Technicians are also responsible for providing a consolidated point of contact for Service Desk Technicians are responsible for responding to service desk tickets in a timely manner, researching and resolving Tier 1 technical support issues, escalating more advanced issues to appropriate departments. Technical support issues may include: resetting passwords, unlocking accounts, installing software, and executing scripted troubleshooting processes. Service Desk Technicians are to document all trouble tickets with clear, concise explanations in a timely and accurate manner, and prioritize tickets based on their level of urgency.

Responsibilities:

· Provide a consolidated point of contact for providing Tier I technical support

· Respond to trouble tickets via phone and email in a timely manner

· Determine the scope of the trouble ticket and the responsible department

· Research and resolve Tier 1 trouble tickets

· Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation to keep impact minimal

· Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures

· Remote client support of various enterprise and desktop applications

· Establish and maintain a professional relationship with customers, team members and department contacts

· Cooperate with team members to provide the best customer experience possible

· Provide quality customer service that exceeds customer expectations

· Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

· Other duties as assigned

Required:

· Associates degree in computer science, MIS or a related field preferred.

· Customer service experience preferred

· Technical support experience preferred

· Experience installing and troubleshooting computer software and hardware preferred

· Ability to troubleshoot personal computer and peripherals preferred

· Technical knowledge of Microsoft Office applications

Keywords: , Waterbury , Help Desk Tier 1, IT / Software / Systems , Holbrook, Connecticut