Help Desk Technician Tier 1

The Help Desk Tier 1  will provide support both over the phone and in person as needed for clients in various locations. They will provide support for laptops, desktops, mobile devices, peripherals, printers, and other IT hardware and software. The Help Desk Technician will be the first point of contact for users to resolve all issues concisely, with customer service being the number one priority. The Help Desk Technician answers incoming IT support calls, enters information into the ticketing system, and uses our knowledge base tool along with their expertise to resolve IT issues in a timely fashion.

Responsibilities

  • First point of customer contact and point of resolution for all customer-managed systems, services, device failures and alerts
  • Utilize all available internal and vendor resources to identify and resolve issues within established & Contracted Service Level Agreements and expectations
  • Needs to be knowledgeable of our managed services offerings and capabilities
  • Provide direct communication to affected users and companies on outages and maintenance activities
  • Maintain detailed notes within company systems on all issue resolution activities
  • Obtain/maintain technical/professional certifications applicable to the position as directed by the manager
  • Use monitoring, alerting, and ticketing systems according to company practices and documentation
  • Maintain detailed Case notes/resolution notes per company systems and practices
  • Reports to Helpdesk Manager

Goals

  • First Call Resolution (FCR) – 65%
  • Average resolution time – less than 24 hours
  • Average Call handle time – 15 minutes or less per call
  • Average time to answer call – 80% or 20 seconds
  • Average customer satisfaction surveys – 4.6
  • Knowledge base documentation uploads into IT Glue – 2 per quarter
  • Follow proper escalation path and protocols

Qualifications

  • Excellent customer service skills required
  • Excellent communication skills required
  • 1-2 years of proven, qualified related work experience in a comparable work environment
  • Required Education: Associates Degree or Bachelors Degree in Computer Science or related field
  • Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
  • Self-motivated and ability to work on own initiative in a high-pressure environment

Benefits and Perks

  • Career advancement opportunities
  • 401 (K) with company match
  • Tuition assistance
  • Medical, dental, and vision coverage
  • Disability and life insurance package
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