SUMMARY:

The Level 1 Technical Support Specialist's role is to ensure proper computer operations so that end users can accomplish their daily tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Provide onsite and remote support to end-users
• Respond to assigned tickets/tasks in accordance with SLA guidelines
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities and best practice methodology to aid in troubleshooting.
• Update technical support documentation when required
• Setup and support mobile devices (Android, iOS, Blackberry)
• Troubleshoot Windows Desktop and Microsoft Office applications
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Utilize RMM and PSA platforms to maximum efficiency
• React to service outages promptly with adherence to standard operating procedures
• Self-triage and dispatch tickets when required
• Take ownership of tasks and follow through to ensure complete resolution
• Take a personal interest in and responsibility for the quality of work performed or associated with.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Participate in the On-Call Rotation
• Follow all company policies and best practices such as accurate time tracking.
• Perform related duties consistent with the scope and intent of the position.

WORK ENVIRONMENT:

Responsibilities may occasionally require an adjusted work schedule and/or evening/weekend hours in order to satisfy customer needs and position requirements.

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Level 1 Technician must also submit to and pass a comprehensive criminal background check before a final offer of employment can be made.

EDUCATION and/or EXPERIENCE:

• Experience: 1-2 years’ experience in providing IT support at an MSP or similar IT organization.
• In-depth understanding of Windows desktop operating system required.
• Basic knowledge of AD, MS Exchange and DNS required
• Foundational knowledge of Windows networking
• Experience with routers and switches is a plus
• Experience with terminal services is a plus
• Ability to play close attention to details while performing technically detailed tasks required