End User Support Technician Tier 1

JOB SUMMARY: Provide technical support to clients by troubleshooting application and systems access. Utilize pre-defined call and ticket management procedures to identify, resolve, or escalate issues to the End User Support Technician Tier 3 and the Technical Account Manager. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard., * Provide troubleshooting and resolution for password issues, system unlocks and Microsoft Office application issues

• Troubleshoot and resolve general technical issues with guidance from the Tier 3 technician
• Open, update, track, and close tickets in the ticket management system
• Collaborate with the Tier 3 technician and the Technical Account Manager to escalate and resolve complex issues
• Create clear, concise documentation in instructional knowledge-based articles., * Provide supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects
• Participate in Client Business Reviews when requested.

Do you have a valid Driver’s License license?, Do you have experience in User guides?, Do you have a High school diploma or GED?, * Good verbal, written, and telephone communication skills

• Solid problem-solving skills
• Good organizational and time management skills
• Strong customer service skills
• Optional experience with the following:
• Ticket or case management systems
• Microsoft Office applications
• Remote access software, * High school diploma or GED required; prefer associate degree or higher
• Required certifications:
• A+

• Microsoft Office Specialist - attain certification within first seven months of employment o ACMT (Apple) - attain certification within first year of employment o Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10) - attain certification within first year of employment

• 18+ months of relevant experience in a technical help desk or customer service environment
• Valid driver’s license, insurance, and reliable personal vehicle