Help Desk Support, Tier I - Corpus Christi - Straight Edge Technology
Corpus Christi, Texas
We need a team member...
The Field Technician will provide first level analysis and technical help desk support with a focus on phone and email support, leveraging remote desktop technologies, as – needed, to provide first-call resolutions. The Technician will interface with multiple levels of users; to include Management, VIP’s and other Technical Staff. The Technician will provide active communication with Tier 2 and Tier 3 support levels; while providing follow up and updates to the status of issue(s) until resolved.
So, what does Help Desk Support Do?
Provide first level analysis and technical help desk support with a focus on phone and email support including but not limited to:
Basic desktop hardware/software support
Printers
Cell Phones/Tablets (email and application configuration)
E-mail configuration
Account provisioning
Virus/malware remediation
Third-party, web-based applications
Appropriately escalate issues to Tier 2 or Tier 3 support if assistance is needed.
Accurately documents and reports problems using the Autotask ticket management system including but not limited to categorizing, prioritizing, and keeping incident status up to date
Remote desktop support
Takes ownership of issues until a resolution is reached by either Tier 1, Tier 2, or Tier 3, while
keeping the customer informed of status during the resolution process
Limited account management and provisioning for various internal systems
Technical project assignments requiring flexibility and teamwork
Performs other duties as assigned
Do you have what it takes?
Minimum Experience:
1 – 3 years of relevant customer service (Phone or Email) and/or technical experience, focusing on a wide range of support and customer services applications including:
Creating accounts
Answering phones
Filtering support email accounts
Basic hardware/software troubleshooting and support
Troubleshooting experience with Microsoft Products (Windows XP, 7, Office)
Previous experience in a Call Center/Help Desk/Remote Support environment (Highly Desired)
Education/Certifications:
High School Diploma or equivalent (Required)
Industry Certifications (Highly desired – but not required):
A+ Certification
Microsoft Certified Professional (MCP)