Tier 1 Help Desk

Tier 1 Position

This is a Tier 1 position requiring working on phones all day, focusing on password resets and application support. Reliability and communication are key components to making the department successful. Candidates should have customer service experience, people skills, prefer a team environment, and have basic IT experience.

Responsibilities

• Provide technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigate and resolve computer software and hardware problems of users.
• Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
• Communicate with technical and non-technical co-workers to research problems and find solutions.
• Guide users through diagnostic procedures using diagnostic software or instructions.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed.
• Follow quality standards and display strong customer service skills.
• Work effectively in a team environment and complete assigned tasks.
• Reset or restore mainframe, LAN, and User IDs and passwords through RACF or Active Directory.
• Coordinate the repair of products by dispatching and tracking work of appropriate Service Providers.
• Research and update reference publications and diagnostic aids to resolve end user issues.

Required Skills

• Experience with call tracking and ticketing software.
• Attention to detail and resourcefulness using supplied documentation.
• Ability to support users with limited knowledge of computers, software, hardware, and systems.
• Above average communication skills and telephone manner.
• Excellent organizational skills.
• Basic User & Security Group Active Directory administration.
• Strong knowledge of Microsoft-based operating systems, emphasizing Windows 7 and Office 365.
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation).
• Self-motivated achiever who gains satisfaction from providing excellent customer service.
• 1 year of previous IT Service Desk and/or Call Center experience required.

Additional Information: Saturday work from 8 AM - 12 PM is scheduled once a quarter with at least two weeks' notice provided by management.