Tier 1 Help Desk Technician

General Summary:

As a Tier 1 Help Desk Technician, you will be responsible for communicating effectively across all internal teams and with the clients. You will take action to address all client issues, ensure a timely resolution while also delivering personalized service.

As a phone support representative, you will primarily be focused on issue identification, logging, tracking, resolution, and escalation as appropriate. Enthusiastic helpfulness and impeccable phone etiquette are a must in this role. 

Position Responsibilities:

• Provide technical support via phone and chat sessions.
• Assist a diverse client base experiencing technical issues ranging from account lockouts to site outages and using technical skillset to triage and resolve where possible, escalating when necessary.
• Familiarity with Active Directory, Office 365, and Printers
• Use basic troubleshooting skills to identify the cause of network connectivity issues.
• Entering tickets to resolve an issue via remote monitoring and management tools (RMM) 
• Follow all company Service Center standard operating procedures (SOPs)

Key Professional Knowledge & Skills Required:

• 2+ year(s) of experience in a customer service or helpdesk support role
• The ability to successfully navigate conversations with upset or frustrated users and de-escalate emotional situations with grace and professionalism.
• Strong knowledge of Microsoft Office Suite and related software
• Extensive experience with Microsoft operating systems
• Understanding of IT security concepts
• Effectively use online resources to research issues (e.g. search engines)
• Excellent communication skills, both written and verbal
• Analytical mindset with a can-do attitude

Application Question(s):

• Are you a U.S. Citizen? (REQUIRED)
• Have you had any felonies or other convictions that would prevent your ability to work for government or school positions? (REQUIRED)

Experience:

• Help Desk: 2 years (REQUIRED)