IT Help Desk - Tier 1 Positions; Wooster

Job Description

We have 1st, 2nd, and 3rd shifts open currently.

Pay and shift placement will be commensurate with qualifications and experience.

This is an onsite position in Wooster, OH - No full-time remote option.

The Tier 1 Technician is an entry-level position in our IT Operational Call Center for those with varying levels of experience in IT. Tier 1 Technician position at Net Ops are exposed to the entire spectrum of IT support outside of development. While serving in this capacity, IT skill and qualifications can be molded and crafted to the individual likes and strengths.

At Net Ops the primary goal for our Tier 1 Technician positions is to provide the most satisfying customer interaction with friendly and courteous professionals. Simultaneously, we use this program to identify dedicated and fast learning individuals to fill the ranks in our engineering groups. Tier 1 Technicians will work alongside of some the most skilled IT engineers in the industry.

At Net Ops, Tier 1 Technicians are exposed to valuable troubleshooting skills, from addressing an array of issues from the lowest layer of the OSI model to complex security issues at the highest layers of the OSI model.

• First point of contact answering helpdesk calls for our clients
• Oversee helpdesk intake queue and respond to helpdesk requests
• Monitoring and responding to alerts from remote management tools for all customers
• Provide frequent status updates for helpdesk customers
• Continually maintain a professional, courteous, and responsive relationship with clients
• Assist clients with technical support needs
• Participate in onsite customer deployments and dispatch work
• Manage personal Ticket Queue, schedule, and communications to clients
• Perform proactive checks and tasks for clients
• Leverage an array of support tools to remotely troubleshoot and fix issues for clients
• Effectively document issues and their resolutions for helpdesk tickets
• Follow policies and procedures for Net Ops
• Continually seek to improve one’s skills and capabilities
• Seek out an area of IT to master as an expert
• Mentor and develop junior staff
• Additional duties as assigned

• Possess a passion for technology and learning
• COMPTIA A+, Net+, Security+ entry level certifications are preferred to start or must be obtained as part of Tier 1
• Additional Microsoft entry-level certifications - MTA:
  Microsoft Technology Associate
• Possess strong problem-solving skills
• Fundamental understanding of network and computer concepts
• Must be an effective communicator with both verbal and written interactions
• Be a self-starter

• Associate degree or other formal education in IT
• IT related certification
• Previous experience in IT