Tier 1 Technical Support Specialist

We are seeking an energetic and detail-oriented Tier 1 Technical Support Specialist to join our dynamic support team. In this role, you will be the first point of contact for clients seeking technical assistance, providing prompt and effective solutions across a range of hardware, software, and network issues. Your enthusiasm for problem-solving and excellent communication skills will drive positive customer experiences and ensure seamless IT operations.

We are looking for someone with 1-3 years experience on help desk role. In this role you will spend 60-70% of the time answering phones and acting as first and second line support assisting our clients with various issues. We also have some field work at clients locations that will need to be done from time to time.

Responsibilities

Knowledge of Dental Industry will put you on top of this list

• Respond quickly to incoming support requests via help desk systems, providing clear guidance and troubleshooting steps.
• Diagnose and resolve common hardware issues related to computer hardware, peripherals, and mobile devices as well as software issues.
• Manage customer support tickets efficiently by documenting issues accurately and following up until resolution.
• Perform basic equipment troubleshooting including printers, routers, switches, and other IT infrastructure components.
• Escalate complex technical problems to Tier 2 or specialized teams while maintaining excellent customer communication.

• Good with phones while remaining friendly and calm on the phone with clients
• Able to troubleshoot basic and moderate Computer & IT Issues
• Have knowledge of Windows 10 & Windows 11 Operating Systems
• Knowledge and experience in Word, Excel & Power Point
• Knowledge of Office 365 and how it works
• Able to multi task and document incidents clearly in our ticketing system
• Be able to work hand in hand with our existing staff to handle incidents
• Troubleshoot resolve issues onsite at customer location when/if needed. Traveling to Chicago is possible.
• Ability to track and follow issue from initial call until completion.
• Knowledge of how Internet works and understanding of how to call provider. How to walk client thru power cycling various devices
• Proven experience in technical support or help desk roles with a strong understanding of computer networking concepts.
• Proficiency with Microsoft Office applications and familiarity with help desk systems for ticket management.
• Hands-on experience with hardware troubleshooting, desktop support, and equipment setup/maintenance.
• Strong analysis skills with the ability to identify root causes of technical issues quickly.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.Join us as a Tier 1 Technical Support Specialist and become an essential part of our mission to deliver outstanding IT solutions! Your proactive approach will help clients overcome technical challenges swiftly while enhancing your skills in a vibrant team environment dedicated to growth and excellence.

Always A Solution Computer Services is dedicated to delivering exceptional IT support and technology solutions tailored to meet diverse client needs. Our team is committed to providing reliable, efficient, and innovative services that empower businesses to thrive in a digital world.