Help Desk Support, Tier I - Corpus Christi - Straight Edge Technology

Help Desk Support, Tier I
- Corpus Christi
- Straight Edge Technology

We need a team member...

The Field Technician will provide first level analysis and technical help desk support with a focus on phone and email support, leveraging remote desktop technologies, as – needed, to provide first-call resolutions. The Technician will interface with multiple levels of users; to include Management, VIP’s and other Technical Staff. The Technician will provide active communication with Tier 2 and Tier 3 support levels;

while providing follow up and updates to the status of issue(s) until resolved.

So, what does Help Desk Support Do?
Provide first level analysis and technical help desk support with a focus on phone and email support including but not limited to:

Basic desktop hardware/software support

Printers

Cell Phones/Tablets (email and application configuration)

Account provisioning

Virus/malware remediation

Third-party, web-based applications

Appropriately escalated issues to Tier 2 or Tier 3 support if assistance is needed.

Accurately documents and reports problems using the Autotask ticket management system including but not limited to categorizing, prioritizing, and keeping incident status up to date

Takes ownership of issues until a resolution is reached by either Tier 1, Tier 2, or Tier 3, while
keeping the customer informed of status during the resolution process

Limited account management and provisioning for various internal systems

Technical project assignments requiring flexibility and teamwork

Performs other duties as assigned

Do you have what it takes?

Minimum Experience:

1 – 3 years of relevant customer service (Phone or Email) and/or technical experience, focusing on a wide range of support and customer services applications including:
Creating accounts
Answering phones
Filtering support email accounts
Basic hardware/software troubleshooting and support
Troubleshooting experience with Microsoft Products (Windows XP, 7, Office)
Previous experience in a Call Center/Help Desk/Remote Support environment (Highly Desired)

Education/

Certifications:

High School Diploma or equivalent (Required)
Industry Certifications (Highly desired – but not required):
A+ Certification
Microsoft Certified Professional (MCP)