Tier 1 Desktop Support

# Tier 1 Desktop Support Apply
** Job#: 3051952
***
* Job Description:

**** Tier 1 Desktop Support*
* ** LOCATION**:
San Antonio, Texas
** ROLE TYPE:
** 4 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  
*
* 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 Comp Tia A+.*
*