SUMMARY: Support Technician (Tier 1) will provide internal support for employees and customers. Position requires a mix of technical and customer service skills and should be passionate about technology and helping people. Technicians need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a fast paced, challenging team environment.

DUTIES AND RESPONSIBILITIES:

• Serve as the first point of contact for customers seeking technical assistance via the phone, email, or Ticketing System.
• Key Areas include:
  • Laptop/Desktop environments, Printers, Networks, Microsoft Windows,
  • Microsoft Office, IOS/Android devices
• Ability to communicate technical information, both verbal and written to a wide range of end-users
• Perform remote/local troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel
• Record and Follow-up events and problems and their resolution in ticketing system
• Internal support for PC/Printer/other hardware periodic maintenance
• Perform requested administrative documentation support duties.
• Other duties as assigned.

QUALIFICATIONS:

• Proven experience as a help desk technician or other technical customer support role
• Tech savvy with working knowledge of office automation products, and networks and computing
• Solid understanding of computer hardware systems, mobile devices, and other tech products
• Ability to manage time well and work under stressful conditions with an even temperament.

PI207425143