Tier 1 Support Desk Technician

Job Description

Job Description

Position Sought:

Tier 1 Support Desk Technician

Job Description:

DCR is seeking a customer-focused Tier 1 Service Desk Specialist to join our support team. As the primary point of contact for incoming technical support calls, you will be responsible for providing frontline remote assistance, diagnosing initial technical issues, and ensuring an exceptional customer experience.

This role focuses on phone-based troubleshooting, ticket triage, and user guidance, serving as the critical bridge between our end-users and higher-tier technical teams.

Key Responsibilities:

• Frontline Call Handling: Act as the first point of contact for callers, delivering professional and clear phone support.
• Initial Diagnostics & Troubleshooting: Remotely diagnose and resolve basic OS and software, peripheral setup problems, and basic network connectivity errors.
• Ticket Management & Triage: Accurately log, categorize, and document all incoming support requests in the ticketing system.
• Customer Guidance: Provide clear, step-by-step instructions and light user training over the phone to guide non-technical users through resolution.
• Escalation & Routing: Recognize complex hardware repairs, physical networking setup, or advanced deployment needs and cleanly route tickets to Tier 2/3 specialists or field support.

Compensation for this position is based on technical expertise and industry experience. DCR offers a comprehensive benefits package including health care, 401(k) with employer match, paid holidays, paid vacation days, and life insurance.

Candidates would need to be able to work reliably and responsibly, be self-directed, be detail-oriented, keep good records, and demonstrate professionalism in appearance and communication.

A DCR support desk technician has the possibility of a hybrid-remote work role.

This is a full-time position with work requirements outside of a standard workweek. The position will require participation in an emergency on-call rotation, light to medium overtime, occasional work after hours, occasional weekend work, and occasional overnight travel (potentially for a few days). All travel expenses are paid by DCR, we do not use reimbursement programs. Traveling or on-call technicians will have the use of a company vehicle and there is a stipend for each on-call rotation.

Job Requirements:

High school graduate, and/or technical diploma or equivalent combination of education and experience.

Fluent in the English language.

Able to climb ladders, lift and carry up to 60 lbs. work on ladders, work kneeling, under counters, or in ceilings.

Effective and courteous communication skills.

Punctual and reliable attendance.

The ability to work flexible hours, including potentially late hours, nights, weekends, and holidays.

Participate in an emergency on-call rotation.

Valid Tennessee driver’s license with no DUIs, revocations or suspensions.

Previous experience in basic networking, point of sale systems or similar technical experience is preferred, but not required.

\nCompany Description

DCR is a value-added technology solutions provider for the Retail and Hospitality industries, based in Nashville and has successfully been in business since 1961.

Company Description

DCR is a value-added technology solutions provider for the Retail and Hospitality industries, based in Nashville and has successfully been in business since 1961.