Help Desk Tier I
Job Description
Position Summary IT Help Desk Tier 1 individuals possess a passion for providing quality customer service and effective communication while providing tier 1 technical assistance for computer systems, software, and hardware. Requests for technical assistance and support may come in various forms with the primary form being e-mail and phone. Responses and assistance to internal customers may be provided in person, over the phone, or via e-mail using the IT ticketing system. Complex queries and those requiring specialized knowledge and skills will be referred to Tier 2 technicians or to the appropriate specialized individuals. Responsibilities Handle Tier 1 technical issues through the company ticketing system, Sysaid. Troubleshoot issues related to computer hardware, software, networking, and phone systems and resolve within established SLAs. Communicate with the customer as required: keeping them informed of incident progress, notifying them of impending changes. Document technical issues and take ownership of escalating issues to the appropriate resource. Review and prioritize outstanding support requests. Ensure security and privacy of networks and computer systems. Help our customers’ business succeed by delivering outstanding customer service through the management and execution of their service requests. Other work-related duties as assigned. Requirements High School Diploma. 1 year experience in a technical support or Help Desk role. Valid Driver's license. Willingness to travel locally to office sites as needed. Knowledge of networks including but not limited to TCP/IP, DNS, DHCP, switches, routers, firewalls, and wireless networks. Knowledge of and some experience with Active Directory and MS Exchange. Knowledge of and some experience with O365 and Azure. Good knowledge of Internet security and data privacy principles. Understanding of support tools, techniques, and how technology is used to provide IT services. Benefits Competitive salary. Medical, dental, vision, and supplemental insurance. 401K Plan. Paid Holidays. Paid Time Off. #J-18808-Ljbffr