Help Desk Tier 1
Location: Holbrook
Posted on: February 26, 2021
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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: , Stamford , Help Desk Tier 1, IT / Software / Systems , Holbrook, Connecticut
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