Help Desk Support Tier I - Fast, Friendly Tech Help

BeneficialHR; Corpus Christi (TX); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Straight Edge Technology in Corpus Christi is seeking a Help Desk Support, Tier I to provide first-line analysis and technical help desk support focusing on phone and email interactions. You will engage with users, escalate when needed, and document issues using Autotask.

Ideal candidates have 1–3 years of customer service or technical support experience and a High School Diploma; A+ or MCP certifications are beneficial.

Qualifications

• 1–3 years of relevant customer service (Phone or Email) and/or technical experience.

Responsibilities

• Provide first level analysis and technical help desk support with a focus on phone and email support.
• Escalate issues to Tier 2 or Tier 3 as needed.
• Accurately document and report problems using the Autotask ticketing system.
• Take ownership of issues until resolution and keep customers informed.
• Limited account management and provisioning for internal systems.
• Assist on technical projects requiring teamwork.

Skills

Customer service

Phone support

Email support

Technical support

Account provisioning

Hardware troubleshooting

Software troubleshooting

Windows troubleshooting

Education

High School Diploma

A+ Certification

Microsoft Certified Professional (MCP)

Tools

Autotask

Job description

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 escalate 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)