Help Desk Tier 1 Technician Job Posting

Job Title:	Help Desk Tier 1 Technician
Company:	Food Services of America, Inc.
Position Type:	Permanent
Pay Rate:	0.000
Date Posted:	Jun-21-12

Support Technician Tier 1 is responsible for documenting in detail; all issues/service requests from customers (external and internal), including the call description, course of action taken to investigate the problem and the final problem resolution. The ideal candidate will have excellent customer service, verbal and written communication skills with three (3) years of technical support experience.

• Have technical experience and skills in the areas of problem determination, analysis and resolution , a competent level of analytical ability is required to understand the basic relationships of our products and our environment, good working knowledge of complex and multi-vendor environments.
• Strong technical support skills with the ability to balance customer service skills.
• Receive incoming calls from customers and create incident record or update existing record.
• Answer incoming calls/incidents within set criteria.
• Utilize call tracking tool used to track problems and generate metric reporting for all incoming incidents.
• Document all steps taken to investigate and resolve incidents along with customer interactions and status updates.
• Analyze and resolve routine customer problems at first contact.
• Timely escalation of problems that can't be resolved to the appropriate team.
• Refer incidents to the proper queue the first time to ensure timely completion of issues.
• Diagnose and resolve technical hardware and software issues onsite and remotely.
• Research questions using available information resources (Tier 2, Knowledge Base).
• Create/modify existing KB articles as needed for future reference.
• Submit weekly status reports with information regarding tasks completed during the week.
• Be able to provide answers to non-technical customer questions and implement process improvements.
• Serve as point of contact and be available for 24/7 support during rotating on-call periods.

• 3+ years experience providing first and/or second-tier helpdesk support
• General knowledge of PC hardware, networking, and a good working knowledge of current Windows operating systems, XP or better
• High-level knowledge of Microsoft Office Suite 2007 and newer
• Experience in a call center environment a plus
• Experience with Microsoft SharePoint and Microsoft Dynamics CRM a plus Industry certifications highly desirable. • Microsoft Certifications are preferred
• High School diploma or equivalent
• A+ Certified preferred
• Excellent oral and written communication skills
• Customer service oriented and task driven
• Strong problem analysis and troubleshooting skills
• Ability to learn and adapt to changes quickly
• Strong planning and organizational skills to keep up with incoming requests
• Ability to multitask in a highly stressful environment
• Must be able to establish effective professional business relationships with all levels of users
• Ability to pass a background investigation and drug test

We are an Equal Opportunity Employer

If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=1504762-1968-6449

Location:	US-AZ-Scottsdale
Telecommute:	No (Onsite Position)
Contact Name:	Human Resource
Contact Phone:
Contact Email:
URL:	http://track.tmpservice.com/ApplyClick.aspx?id=1504762-1968-6449
Please mention Dev Bistro when contacting us.