You are viewing a preview of this job. Log in or register to view more details about this job.

Tier 1 Help Desk Technician

Corporate Technologies LLC
Email

Position Summary 

 

The Tier 1 Help Desk Technician is responsible for providing exemplary support to the external clients of Corporate Technologies, ensuring clients receive professional and efficient technical support. Tier 1 Help Desk Technicians are the front-line support that responds to incoming calls, diagnose and resolves customer problems via phone or email, follows up with customers on unresolved issues, corresponds with higher-level techs and Account Managers, and escalates tickets to ensure resolution.  

 

Essential Duties and Responsibilities

 

The essential functions include, but are not limited to, the following:

 

  • The successful candidate will be responsible for answering calls and emails, logging the calls in Connectwise, providing the customers with rapid, accurate answers and information.

 

  • This position will require the individual to possess an IT background so they can assist customers in troubleshooting and resolving problems.

 

  • Make outbound calls as necessary and accurately document all customer contact in the ticket, keeping the customer updated and requesting approval to escalate to Tier 2 when required by the extent of the issue.

 

  • Interacting well with customers at various levels of seniority in multiple fields is essential to success in this position.

 

  • Maintain a high degree of quality with each customer interaction as measured by internal metrics and customer satisfaction surveys. Become familiar with and follow outlined SLAs, KPI measurements of team performance, and contractual obligations for our customers.

 

  • Follow Help Desk Standard Operating Procedures to troubleshoot, diagnose, and resolve technical hardware and software issues. Perform account unlock, password resets, account creation, creating or modifying distribution or security groups.

 

  • Adhere to security and compliance policies and procedures, alerting the Cybersecurity Team when they discover a breach.

 

  • Collaborate with other staff to seek or help with assistance on issues.

 

  • Adhere to a published schedule, be on time and prepared to work for your scheduled shift and follow the attendance policy. Remain in queue and available to assist end users during the specified shift, excluding approved breaks, lunches, or off-queue time that has been approved.

 

  • May be required to work some weekends, holidays, and on-call.

     
  • Perform other duties as assigned.

 

Minimum Required Qualifications (Knowledge, Skills, and Abilities)

 

  • Associate degree, A+, Network+, or other technology certifications, or an equivalent combination of education and experience.
  • On-the-job experience in Customer Service
  • Ability to plan, prioritize, and organize work effectively.
  • Ability to multi-task and work efficiently to meet service level expectations.
  • Ability to listen, analyze information, and deliver consistent quality resolutions.
  • Ability to follow written documented solutions.
  • Strong written, verbal, and customer service skills.
  • Strong work ethic, professionalism, and dependability.
  • Customer-oriented, patient, and able to work under pressure.

 

Preferred Qualifications

 

  • Prior experience in a Helpdesk or Service Desk, in an MSP, added plus.
  • Prior computer system experience, including Windows Operating System, Microsoft 365 product suite, and basic troubleshooting.
  • Experience using Connectwise PSA, remote control tools