Job Description :
SUMMARY: The Tier One Help Desk Technician will provide the initial point of contact for end-users to report all Information Technology related support and maintenance issues within the organization. This position will be responsible for capturing the details of the IT issue, determining whether the issue is hardware or software related, and directing the issue to the proper technician within a Information Technology support structure. In addition, this resource will be responsible for solving the most common technical issues during the first contact with the user. This candidate will also troubleshoot problem areas by telephone, or via e-mail in a timely and accurate fashion, and provide end-user assistance where required.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
Receive calls, emails and web inquiries for end users regarding the company''s systems.
Log all received issues into the Help Desk ticketing system and classify the issue based on the companies support structure.
Provides basic technical and functional support to the companies system users by telephone or email relative to desktop hardware and software packages. • Provide basic level troubleshooting to uncover known issues.
Provide problem resolution for known issues in a timely manner or escalate tickets to the next support tier as appropriate.
Update and maintain issues knowledge base as appropriate.
Works within guidelines of established methods. Obtains, clarifies and provides information within established parameters.
Other work-related duties as assigned by supervisor/manager.
Reliable and regular attendance is expected.
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE: Two-year technical degree or two years experience supporting PC hardware and software in a networked environment
Reliable and regular attendance is expected.
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE: Two-year technical degree or two years experience supporting PC hardware and software in a networked environment