16182
Tech Support
Temp To Hire
temp to hire
10
Position Summary
The Tier 1 Tech is the initial contact for Tier 1 office & field technology support which includes desktop,
mobile hardware & supported applications. Additionally, T1 Tech will be required to assist with all testing,
training as well as application and hardware deployment & recovery processes. T1 Tech will support all
company associates, clients, vendors & will utilize a web-based ticketing system to record & track all
incidents. This associate will need to have strong troubleshooting as well as verbal & written
communication skills. T1 Tech must be able to think quickly in a fast-paced environment utilizing multiple
systems & tools to provide 1st in class support & service with a goal of 1st call resolution. T1 Tech?s primary
responsibility will be office-based call center & provisioning support but additionally may be asked to
assist with providing technical & training support as requested in local & remote locations. T1 Tech will be
required to adhere to attendance policies, report to their scheduled work location & maintain a positive,
friendly, professional attitude when representing our company & support desk.
Device & System: Support, Maintenance & Management
Answer call center phones, provide superior support & service
Research & resolve technical issues utilizing the tools provided.
Keep & maintain detailed & accurate records
Strong understanding of mobile & desktop technology
Learn & understand various systems & follow approved processes
Complete assigned tasks & projects with a high level of quality & ability to
follow through to completion with minimal guidance from manager
Work closely with peers to support each other in a fast-paced support center
environment
Communication/Connectivity
Exhibit high level of on-call customer service abilities
Demonstrate strong verbal & written communication skills when
communicating with Associates at all levels
Ensure PC communication & connectivity to LAN/WAN, including connectivity
to servers, printers, and the Internet.
General Administration
Hardware & application provisioning, deployment & recovery
On-site & remote training & support
Minimum Qualifications
Education Level: (Required): High School Diploma or GED or equivalent experience
(Preferred): Associate's Degree or equivalent experience
Field of Study/Area of Experience: Information Systems
- 0-2 years of experience in:
Customer Service or Related Experience
Information Technology Support Experience
Skills, Knowledge and Abilities
Basic knowledge of PC software applications and strong understanding of PC operating systems
(on-premise and cloud).
Experience with a phone support and helpdesk environment.
Excellent written communication and verbal communication skills
Excellent customer service orientation
Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access,
Outlook, and web-browsers
Knowledge of the following communication & connectivity systems required: Microsoft TCP/IP,
networking protocols, network printing / printer troubleshooting, file sharing, Internet application
connectivity
Well-organized, detail-oriented, and able to handle a fast-paced work environment
Track record of building and maintaining customer/client relationships
Basic knowledge of Microsoft applications and PC hardware
Basic knowledge of Apple mobile hardware and applications
Entry level knowledge of cyber security: Password and Data handling processes
Ability to learn and operate various ticket management and incident management systems
o Zendezk, ServiceNow, etc.
Certifications:
o A+ certification is a plus (Not Required)
o Network+ certification is a plus (Not Required)