Tier 1 Help Desk Technician

Job Description 

The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices. 

Duties and Responsibilities

• Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal) 
• Identifies, researches, and resolves technical problems of moderate complexity.  
• Responds to telephone, email, and on-line requests for technical support.  
• Documents, tracks, and monitors the client’s problem using applicable systems and tools. 
• Coordinate with other teams or departments to resolve service tickets 
• Assist in the delivery and onboarding of Managed IT services 
• Escalate unresolved issue to Tier II support level 

Core Competencies

Teamwork           

• Interacts with people effectively. Able and willing to share and receive information. 
• Co-operates within the group and across groups. 
• Supports group decisions and puts group goals ahead of own goals 

Motivation 

• Displays energy and enthusiasm in approaching the job. 
• Commits to putting in additional effort. 
• Maintains high level of productivity and self-direction. 

Problem Solving                 

• Analyzes problem by gathering and organizing all relevant information. 
• Identifies cause and effect relationships. 
• Comes up with appropriate solutions. 

Skills and Qualifications 

Education and Experience 

• Associates Degree in either Computer Science or IT is preferred 
• Minimum one-year experience in a technical support or help desk center is preferred 
• CompTIA A+ Certification is preferred 

Skills 

• Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications 
• Ability to prioritize and multitask assigned issues in a fast-paced work environment 
• Positive attitude of customer service and integrity 
• Must be able to communicate with customers in a professional manner 
• Demonstrated problem troubleshooting, root cause and resolution skills