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Tier 1 Help Desk

Company: Proven IT
Location: Tinley Park
Posted on: November 11, 2019

Job Description:

Proven IT is seeking to add to our team! Our quickly growing Managed Network Service team is in need of a Tier 1 help desk technicians. The Tier I specialist is responsible for various managed IT support related to onboarding and ongoing technical maintenance and trouble-shooting support. This is the basic level of customer support. The Tier I Specialist is a generalist with a broad understanding of the hardware, software and systems that the customer has on site and is not required to understand the inner workings. This role requires travel to client sites. This role requires knowledge in desktop, software, networking, server, and firewall issues.RESPONSIBILITIES:

  • Tier I aids support to the Proven IT Helpdesk which is the first line of support for our customers.
  • Responds to the customers with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs.
  • Tier I uses and adds to a knowledge center for customer calls in Connectwise.
  • Tier I will communicate and work as a team with Tier II and Tier III to solve a customer's issues.
  • Tier I will use logic and knowledge to solve complex and simplex customer problems
  • Routinely uses computer and network knowledge to trouble shoot and find the best solution for the customers workflow needs
  • Consistently reviews and prioritizes tickets and workload
  • Works with clients over the phone to investigate issues and provide solutions
  • Documents calls and resolutions to ensure continuity throughout the team
  • Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and possibly vendorsREQUIRED SKILLS:
    • Bachelor's degree or related experience in Computer Information Systems/MIS or other business related field.
    • A+ certification, Network and Security certification (required within 6 months of hire)
    • Previous experience working in the IT field preferred
    • Strong problem solving skills
    • Experience with Networking and Servers is a huge plus
    • Must possess solid analytical, communication and technology skills
    • Ability to multi-task with a strong attention to detail
    • Must maintain confidentiality of information
    • Excellent organizational and customer service skills
    • Must be a self-motivated individual with a willingness to work well with others on a regular basis

Keywords: Proven IT, Tinley Park , Tier 1 Help Desk, Other , Tinley Park, Illinois

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