Service Delivery Tier 1 Analyst - REMOTE - 4622

IT Tech Support - Tier 1

The desired candidate is an aspiring IT technical professional who provides superior support to the end-user experience, with modest technical knowledge in areas including user end support (desktops, laptops, printers, and software), application support, networking, network printing, audio/video and telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. This individual would serve as the entry-level support for our help-desk, addressing high-volume, simpler issues while escalating complex issues to Tier 2 techs.

Education and Experience:

1. High School diploma or equivalent (Degree preferred)

2. 1-2 Years of IT, Help Desk, and/or MSP experience

3. Competency Certifications are a plus (CompTIA, Microsoft, VMWare, etc.)

Required Qualifications and Job Description:

• Excellent interpersonal skills; as good with people as you are with computers.
• Experience providing high-quality customer desktop support for desktop applications and devices such as printers. This includes fast response rates and accurate and thorough resolutions to desktop issues.
• Experience providing phone support; with a strong awareness of positive phone etiquette.
• Experience working with help desk ticketing systems (responding, assigning, closing, and following up on help desk request tickets).
• A high level of communication skills including written and verbal. Verbal skills include the ability to communicate technical I.T. issues to non-I.T. technical staff.
• Strong communication, presentation, writing, and editorial abilities
• Strong organizational and time management skills
• Require limited supervision and direction; drive results, and set priorities appropriately and independently
• A passion for IT
• Some onsite may be required
• Ability to work remotely

Desired Qualifications:

• Experience with producing support documentation for supported products.
• Experience with basic networking including wireless, wired, security, and basic design.
• Experience with corporate applications including Microsoft Office and Adobe applications
• Experience with Active Directory account administration
• Experience with Microsoft Outlook and corporate email systems (interfacing at a high level like accounts and connection to the server).
• A+ Certification a plus
• Familiarity with ITIL a plus

Job Purpose

A Tier 1 IT Tech Support agent demonstrates the ability to work harmoniously with others to accomplish tasks, promotes a positive work environment, and demonstrates respect for others. This position is required to communicate effectively with others and provide constructive suggestions to improve team performance.

Leadership:

Acts in a self-directed manner; acts before being directed by others or forced by events. Seizes opportunities and is proactive in avoiding potential problems.

Opportunity:

This is a great chance to grow your skills as an IT tech. By having the opportunity to work with various client issues while being supported by a strong team environment, you will learn a lot quickly. As such, we are looking for a hard-working fast learner with strong communication skills.

This is a mostly remote position, some onsite may be required.