HELP DESK TECHNICIAN - TIER I

Our help desk technicians (better known as our Managed Support Team) act as the first line of support for our clients. Duties included (but are not limited to):

• Monitor and respond to IT support tickets in a timely manner
• Providing solutions and advice on technical client issues via phone, email and chat
• Manage and configure user accounts for various cloud platforms
• Troubleshoot and resolve network and computer issues
• Install printers and other peripheral hardware
• Monitor and manage scheduled backups
• Repair and upgrade existing computers - remotely
• Assist with training clients on new technology implementations
• Configure and manage VOIP phone system - remotely
• Assist Tier 2 or Tier 3 engineers remotely with technical issues
• Creating manuals for technical training
• Using feedback from customers to improve problem-solving techniques and customer service
• Documenting and analyzing technical issues and customer interactions
• Stay current with best practices on how to help customers with technical issues
• Assist internal staff as needed

• At least two years of experience as a Help Desk Technician and/or experience in call centers, customer, service, or IT.
• Familiar with various computer and operating systems.
• Must know how to use software management tools and troubleshooting techniques., * Excellent interpersonal and customer service skills
• Problem-solving and critical-thinking skills
• Excellent written and verbal communication skills
• Ability to quickly diagnose and resolve technical issues
• Exceptional teamwork and leadership skills to help other technical support workers
• Ability to learn new technologies and implement them, * HS diploma or GED equivalent required.
• College degree in computer science, network administration or computer programming preferred.
• Additional training certificates in IT infrastructure, network administration, and computer repair are beneficial.

Physical Requirements:

• Ability to lift and carry up to 25 pounds
• Ability to sit, bend and stand for extended periods, with periodic breaks.

401(k), Health insurance, Paid time off, Vision insurance, Dental insurance, Life insurance 612 S Dirksen Pkwy, Springfield, IL 62703, We are proud to offer a comprehensive benefits package including paid leave, vacation, medical, dental, vision, life insurance, and a starting salary of $19.00/hr. - $21.00/hr., based on experience and qualifications., * 401(k) plan

• Health, dental, and vision insurance
• Life insurance
• Paid time off
• Vacation time off
• Other benefits as outlined in the company's package.