Tier 1 Desktop Support

Location : San Antonio, Texas

Type of Position : Long Term Contract

Role Type : weeks of on-site training then Hybrid (4 days a week on site then 1 day remote)

Compensation: $18/hr.+ depending on experience

*If interested and qualified in the role, please reach out to the Professional Recruiter, Nicole, at

POSITION SUMMARY: This position is responsible for the triage, routing and repair of incoming service incidents (phone, email, portal, and walk-in). The Tier 1 Desktop support ensures that service delivery adheres to company standards. This individual will have a desired goal of effectively delivering superior customer service to our end users in a remote call center environment. The User Support Technician I will report to Service Desk Team Lead.

RESPONSIBILITIES:

• General
• Ensure professional, timely and polite support to all our end users
• Have in depth knowledge of our tools and ticketing procedures
• Follow standard help desk protocols, procedures and guidelines as provided
• Identify, troubleshoot and resolve a wide range of computer & network related problems
• Basic understanding of Line of Business (LOB) applications and associated third party vendors
• Stay current with system information, changes and information technology updates
• Any other special projects or tasks assigned

• Ticket Management and Resolution
• Create new tickets for end users that place phone calls or start chat sessions with the Service Desk.
• Monitor the designated ticket queues to ensure all new tickets are triaged, resolved or escalated within 15 minutes or creation
• Resolve tickets when able based on documentation, training and tools.
• Develop, maintain, and execute a daily routine to review and update existing assigned tickets
• Follow ticket management principles per training
• 1st communication with the customer is attempted via a phone call
• Ensure SLA timelines are met
• Ensure ticket statuses are maintained correctly based on training provided
• Ensure accurate time worked is reported on each ticket
• Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket
• Assume full ownership of all tickets assigned
• Transfer of ticket ownership is done via a warm handoff to ensure ownership is accepted by new team member.
• Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution
• Complete Quality Assurance calls to end users following closure of tickets by Teir II and III.

REQUIREMENTS:

• High School Diploma or GED
• 1 or more years in any customer service role
• 1 or more years of experience in network / IT systems triage and help desk experience
• Knowledge of information technology regarding both hardware and software.

NICE TO HAVE QUALIFICATIONS:

• Working knowledge of WiFi functionality, Active Directory, Exchange, O365.
• IT industry certifications are preferred, specifically CompTia A+.