Tier 1 Desktop Support
Location: San Antonio, Texas
Type of Position: Long Term Contract
Role Type: weeks of on-site training then Hybrid (4 days a week on site then 1 day remote)
Compensation: $18/hr.+ depending on experience
*If interested and qualified in the role, please reach out to the Professional Recruiter, Nicole, at ...@apexsystems.com
POSITION SUMMARY: This position is responsible for the triage, routing and repair of incoming service incidents (phone, email, portal, and walk-in). The Tier 1 Desktop support ensures that service delivery adheres to company standards. This individual will have a desired goal of effectively delivering superior customer service to our end users in a remote call center environment. The User Support Technician I will report to Service Desk Team Lead.
RESPONSIBILITIES:
- General
- Ensure professional, timely and polite support to all our end users
- Have in depth knowledge of our tools and ticketing procedures
- Follow standard help desk protocols, procedures and guidelines as provided
- Identify, troubleshoot and resolve a wide range of computer & network related problems
- Basic understanding of Line of Business (LOB) applications and associated third party vendors
- Stay current with system information, changes and information technology updates
- Any other special projects or tasks assigned
- Ticket Management and Resolution
- Create new tickets for end users that place phone calls or start chat sessions with the Service Desk.
- Monitor the designated ticket queues to ensure all new tickets are triaged, resolved or escalated within 15 minutes or creation
- Resolve tickets when able based on documentation, training and tools.
- Develop, maintain, and execute a daily routine to review and update existing assigned tickets
- Follow ticket management principles per training
- 1st communication with the customer is attempted via a phone call
- Ensure SLA timelines are met
- Ensure ticket statuses are maintained correctly based on training provided
- Ensure accurate time worked is reported on each ticket
- Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket
- Assume full ownership of all tickets assigned
- Transfer of ticket ownership is done via a warm handoff to ensure ownership is accepted by new team member.
- Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution
- Complete Quality Assurance calls to end users following closure of tickets by Teir II and III.
REQUIREMENTS:
- High School Diploma or GED
- 1 or more years in any customer service role
- 1 or more years of experience in network / IT systems triage and help desk experience
- Knowledge of information technology regarding both hardware and software.
NICE TO HAVE QUALIFICATIONS:
- Working knowledge of WiFi functionality, Active Directory, Exchange, O365.
- IT industry certifications are preferred, specifically CompTia A+.