Help Desk Tier 1 Technician Job Posting

• 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