Tier 1 Help Desk

Role Overview

We are seeking a Service Desk Agent to provide front-line technical support. This position is a primary point of contact for Information Technology and customer support, dedicated to enhancing user productivity through effective and customer-focused service. The role requires handling technical support requests via telephone calls, chat, and email to assist with troubleshooting issues for internal users.

Key Responsibilities

• Provide front-line technical support to local and remote users via calls, chat, and email support.
• Utilize technical skills, historical records, and a knowledge base to analyze and diagnose customer issues.
• Support commercial and customer-specific applications, software, operating systems, and internet browsers.
• Support desktops, laptops, mobile devices, printers, scanners, and other hardware.
• Assist with password resets, account unlocks, and the setup, installation, and configuration of hardware and software.
• Diagnose, isolate, and resolve issues with wired and wireless network connectivity.
• Handle requests by following established procedures and using available support tools to see issues through to resolution.
• Utilize ITSM incident tracking systems to create, work, and resolve tickets, documenting issues and troubleshooting steps.
• Assist with creating and updating documentation and knowledge base articles.
• Effectively determine when to escalate issues to specialist teams.

Required Qualifications

• Education: A high school diploma or equivalent is required.
• Experience: This role requires 1-3 years of relevant experience in a customer service or support environment. Proven hardware and software troubleshooting experience is necessary, with the ability to think logically and act decisively.
• Technical Skills: Experience supporting Microsoft 365 Suite, Office, and Windows 10 OS in an enterprise environment is needed. Familiarity with account administration and password resets in Microsoft Active Directory or Microsoft Entra ID is also required.
• Additional Requirements: Applicants must be a U.S. Citizen. This position requires the ability to work from home with consistent and safe work conditions, including high-speed internet. Excellent communication skills and the ability to work both independently and within a team are essential.

Preferred Qualifications

• Experience with Microsoft Active Directory, Entra ID, and DFS.
• Familiarity with ITIL v3 or v4 Foundations.
• Experience with Microsoft Exchange Server-based email using Outlook and Office 365 administration.
• Technical certifications such as CompTIA A+, N+, MCP, MCSE, or CCNA.
• Experience with mobile device support for Android and Apple devices.

Benefits

• Supplemental benefits including medical, dental, vision, life, disability, and other insurance plans
• ESPP (employee stock purchase program)
• 401K program with company match after 12 months of tenure
• HSA (Health Savings Account on the HDHP plan)
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program and other discounts
• On-demand training program
• Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure
• Certification discounts and perks to associations including CompTIA and IIBA
• Dedicated customer service team for Consultants
• Certified Career Coach