Support Technician - Tier 1

ERGOS Technology Partners, Inc.; Town of Florida (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

ERGOS Technology Partners is seeking a Tier 1 Help Desk Technician to join our Live Desk team at the Houston, TX headquarters. You will provide phone-based technical support, diagnose and resolve hardware and software issues, and guide customers with clear, friendly directions.

The ideal candidate has 2+ years in a service desk role, strong communication skills, and a proactive problem-solving approach. Knowledge of Windows and MacOS, Office 365 hosting, and solid documentation are valued.

Qualifications

• 2+ years of technical support experience in a service desk environment.
• Experience with Windows and MacOS.
• Excellent verbal and written communication skills.
• Strong analytical problem solving ability.
• Excellent interpersonal skills.
• General application and end-user support.
• Security awareness and malware/spam handling knowledge.
• Ability to document client issues clearly from receipt to resolution.

Responsibilities

• Providing technical support to customers on the phone.
• Diagnose, troubleshoot and resolve hardware, software and peripheral issues.
• Researching solutions to customer issues using available resources including product documentation, web search engines, etc.
• Ensure customer satisfaction by providing timely resolution of inquiries and requests.
• Utilize problem solving skills to determine root cause of problems with applications or products found in a variety of OS platforms.
• Understand process flows and practices specific to Support Centers enabling efficient call handling procedures that maximize customer satisfaction.
• Assist with training other help desk technicians when needed.
• Additional issues/responsibilities that may arise.

Skills

Windows OS

MacOS

Customer service

Technical support

Communication skills

Problem-solving

Documentation

Office 365

Education

Associate degree or higher in computer science or related field

Tools

Office365

Hosted Exchange

Job description

ERGOS Technology Partners is an international managed IT services provider headquartered in Houston, Texas, delivering end-to-end computer support and services to businesses and organizations of all sizes across the country. We are seeking a Collections Officer to support our Finance and Accounting team in our headquarters in Houston, Texas.

About This Role

We are looking for an experienced and motivated Tier 1 Help Desk Technician to join our Live Desk team. This candidate should maintain a professional and friendly attitude at all times. They must be patient and understanding when dealing with customers who may lack technical knowledge and provide clear and concise directions to them. Additionally, they should be proactive and take initiative when it comes to solving customer issues. They must use problem-solving skills to quickly diagnose and resolve customer requests while adhering to ERGOS' policies and procedures. They should remain up-to-date on industry trends in order to provide the most accurate solutions. The ideal candidate will have excellent problem-solving abilities, superior customer service aptitude and a passion for technology.

Responsibilities

• Providing technical support to customers on the phone
• Diagnose, troubleshoot and resolve hardware, software and peripheral issues
• Researching solutions to customer issues using available resources including product documentation, web search engines, etc.
• Ensure customer satisfaction by providing timely resolution of inquiries and requests
• Utilize problem solving skills to determine root cause of problems with applications or products found in a variety of OS platforms
• Understand process flows and practices specific to Support Centers enabling efficient call handling procedures that maximize customer satisfaction through increased first call resolution rates and promote high levels of accuracy in reporting cases/tickets
• Assist with training other help desk technicians when needed
• Additional issues/responsibilities that may arise

Qualifications

• Associates degree or higher in computer science, information systems or related field is preferred but not required depending on experience level
• 2+ years of technical support experience in a service desk environment Knowledge of operating systems (Windows, MacOS)
• Excellent verbal and written communication skills
• Strong analytical problem solving ability Excellent interpersonal skills
• Previous customer service experience is a plus
• General application and end-user support
• Hosted Email - Including but not limited to Office365 and 3rd party hosted exchange
• Business-level backup hardware and software solutions
• Security (Including but not limited to spam filtering, anti-virus, malware eradication, phishing)
• Above average documentation skills. Client issues should be well documented from first receipt through resolution and follow up

Requirements

• High school or equivalent (Required)
• Work Authorization (Required)