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Help Desk Tier 1

Location: Holbrook
Posted on: April 8, 2021

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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