Tier 1 Tech Support- Help Desk

Responsibilities

• Resolving IT support requests from employees
• Answering employee questions regarding computer systems
• Gathering and analyzing data to diagnose problems with computer systems
• Changing configurations, settings and permissions to fix computer issues
• Generating sign-ins for new hires during the onboarding process
• Installing new software and hardware drivers and updating existing ones as needed
• Updating employees on the status of their service requests
• Logging all service requests and updating tickets as needed
• Travel to our branches to do field work under supervision with 24 hours notice, or in the event of an outage
• Weekly on call hours to assist Colonial Electric’s 24/7 operation

Requirements

• Minimum two years of relevant experience in a help desk/IT support role
• Certifications such as A+ / Network + / Microsoft are preferred but not required
• High-level knowledge of commonly used software, hardware and applications
• Strong oral communication skills to gather information from employees and explain complex technical concepts in simple language
• Demonstrated written communication skills to create useful support logs
• Analytical and problem-solving skills to troubleshoot and diagnose issues
• Time management skills to provide updates and fixes within a promised time frame
• Multitasking skills to assist multiple employees at once
• Observational skills to recognize warning signs that indicate potential problems
• Customer service skills to interact professionally and positively with employees and coworkers
• Reliable transportation is required

Skills

• High-level knowledge of commonly used software, hardware and applications
• Strong oral communication skills to gather information from employees and explain complex technical concepts in simple language
• Demonstrated written communication skills to create useful support logs
• Analytical and problem-solving skills to troubleshoot and diagnose issues
• Time management skills to provide updates and fixes within a promised time frame
• Multitasking skills to assist multiple employees at once
• Observational skills to recognize warning signs that indicate potential problems
• Customer service skills to interact professionally and positively with employees and coworkers

Benefits

• Medical Insurance - Choose between a traditional PPO and flexible health plan with a tax-free health savings account
• Comprehensive and affordable coverage Preventative care covered at 100%
• Affordable coverage with annual exams, cleanings and xrays covered at 100% and rollover benefits.
• Vision Benefits - Get yearly eye examinations and buy new lenses, frames, and contacts. Or skip the glasses and enjoy special discounts on LASIK procedures!
• You’ll have access to 70,000 provider locations across the U.S., including well-known retailers like Walmart and America’s Best Glasses.
• 401(k) for Comfortable Retirement - Colonial Electric matches 25% of your contributions up to 6% of your annual earnings.
• Life Insurance & AD&D Insurance At Zero Cost - Colonial Electric offers all full-time employees life and accidental death and dismemberment insurance (AD&D) at zero cost to you.
• Paid Time Off - Including vacation, personal time, paid holidays and more.
• Colonial Paid Parental Leave - CPPL offers parents company paid time off to care for the birth or adoption of a child.

Pay

Compensated via overtime hours.

Schedule

Weekly on call hours to assist Colonial Electric’s 24/7 operation, an on-call schedule is provided weekly. Hours will be between 5 pm and the start of the new business day.