Help Desk Tier I

This position will provide Tier 1 level support to users by isolating, troubleshooting, and debugging complex customer product issues. Applicants should be confident and comfortable when assisting users. Excellent verbal and written communication skills are demanded as well as the ability to exhibit a high level of comfort while interfacing directly with technical and non-technical customers

Duties:

· Respond to support requests from customers and prospects via telephone, email, and Helpdesk support Ticketing system Responsibilities include logging, tracking and closing incoming support requests.

· Troubleshoot and recommend technical solutions for customer issues related to software setup and configuration.

· Research and provide solutions for issues related to software and hardware errors.

· Collaborate extensively with peers and management to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.

· Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels. This includes ownership of the data entered into the Helpdesk system and appropriately updating both client and appropriate employees of status of all issues on a timely basis.

· Maintain proper documentation relative to Technical best practices, guidelines for standard procedures, check-lists and so on.

· Provide IT support for local and remote office employees.

Do you have experience in Research?, Willingness and ability to learn

. Positive Attitude

· 1-2 years of prior experience required

· In depth understanding of diverse computer systems and networks

· Proven experience as an IT Technician or any relevant position

· Degree in Computer Science is a PLUS

· Certification as IT Technician

· VPN knowledge is a huge PLUS

· Diagnostic and problem solving skills

· An understanding of networking basics

· Proficiency within Windows 10, Windows 11

· Verbal and written communication skills

. Experience with help desk ticketing system

Pulled from the full job description

• Paid time off