IT Support Center Specialist - Support Desk Level I

Support Desk Tier I Technician

Are you ready to embrace your inner Star Wars or Star Trek hero? Restech, the intergalactic leader in technology solutions, is seeking a Support Desk Tier I Technician. Join us on an exciting mission, where you can be a Jedi, Clone, Alliance member, or even a Rebel. Use your technical prowess to provide Tier I support to our esteemed clients and protect their networks from the dark side.

Responsibilities:

• Answer incoming customer support calls and follow them to completion.
• Provide Tier I support, delivering solutions faster.
• Create valuable documentation and support materials.
• Proactively manage issues and problems.
• Communicate fluently in both technical and non-technical languages.
• Master the art of juggling various issues simultaneously.
• Embrace a security-minded mindset in every aspect of your job.
• Prepare to embark on after-hours on-call support missions.

Hard Skills:

• Provide expert Tier I desktop and application support.
• Master the installation, operation, maintenance, and repair of operating systems, networks, and programs.
• Possess familiarity with Windows Desktop and Mac operating systems.
• Command knowledge of Office 365 and Gsuite.
• Implement multi-factor authentication and serve as the first line of defense in securing systems.
• Unleash your high energy and be a stellar team player.
• Exude confidence both over the phone and in-person.
• Follow directions diligently while also having the ability to lead when necessary.
• Possess a keen eye for detail, a sense of urgency, and a commitment to delivering results.
• Thrive in an independent work environment.
• Excel in communication, both verbal and written, and possess exceptional problem-solving skills.
• Provide outstanding customer service.
• Display a willingness to learn and adapt to new technologies.

Must have:

• 1-3 years of experience in a help desk environment.
• A valid driver's license with current car insurance.

Requirements:

1. Basic Networking:
   • Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
   • Basic troubleshooting of network connectivity issues.
2. Desktop and End-User Support:
   • Proficiency in troubleshooting Windows and macOS operating systems.
   • Experience with hardware troubleshooting and repair (desktops, laptops, peripherals).
3. Software Support:
   • Familiarity with common software applications (Microsoft Office, web browsers, email clients).
   • Basic troubleshooting of software issues.
4. Account Management:
   • Experience with user account management (password resets, account lockouts) in Active Directory or similar systems.
5. Remote Support:
   • Proficiency with remote support tools (e.g., TeamViewer, LogMeIn, ConnectWise Control).
   • Ability to assist users remotely with technical issues.
6. Basic Security Awareness:
   • Understanding of basic cybersecurity principles.
   • Familiarity with antivirus software and basic security practices.
7. Printer and Peripheral Support:
   • Experience with setting up and troubleshooting printers and other peripherals.
8. Mobile Device Support:
   • Basic knowledge of mobile device configuration and troubleshooting (iOS, Android).
9. Documentation:
   • Ability to document incidents, solutions, and procedures clearly and accurately.
10. Customer Service:
    • Strong communication and interpersonal skills.
    • Ability to explain technical issues to non-technical users.
11. Time Management:
    • Ability to prioritize and manage multiple tasks efficiently.
12. Willingness to Learn:
    • Openness to continuous learning and professional development.
    • Ability to adapt to new technologies and tools.