Tier 1 IT Support Technician — Customer-Focused Help Desk

Ergos Technology Partners SAL Offshore

Town of Florida (NY)

On-site

USD 42,000 - 55,000

Full time

7 days ago

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Job summary

ERGOS Technology Partners seeks 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 document cases from first contact through resolution.

The ideal candidate has 2+ years of service desk experience, strong communication skills, and familiarity with Windows, macOS, Office 365, and hosted email solutions. A customer-focused mindset is essential.

Qualifications

Associates degree or higher in computer science, information systems or related field preferred but not required depending on experience level.
2+ years of technical support experience in a service desk environment.
Excellent verbal and written communication skills.
Knowledge of operating systems including Windows and macOS.

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 and web search engines.
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.
Understand process flows and practices to maximize first call resolution and accurate reporting.
Assist with training other help desk technicians when needed.
Additional issues/responsibilities that may arise.