Tier 1 IT Support Specialist

ERGOS Technology Partners, Inc.

Town of Florida (NY)

On-site

USD 42,000 - 64,000

Full time

2 days ago

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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.