We are looking for an experienced and motivated Tier 1 Help Desk Technician to join our Live Desk team. This candidate should maintain a professional and friendly attitude at all times. They must be patient and understanding when dealing with customers who may lack technical knowledge and provide clear and concise directions to them. Additionally, they should be proactive and take initiative when it comes to solving customer issues. They must use problem-solving skills to quickly diagnose and resolve customer requests while adhering to ERGOS' policies and procedures. They should remain up-to-date on industry trends in order to provide the most accurate solutions.
The ideal candidate will have excellent problem-solving abilities, superior customer service aptitude and a passion for technology.
Responsibilities:
- Providing technical support to customers on the phone and in person.
- Diagnose, troubleshoot and resolve hardware, software and peripheral issues.
- Researching solutions to customer issues using available resources including product documentation, web search engines, etc.
- Ensure customer satisfaction by providing timely resolution of inquiries and requests.
- Utilize problem solving skills to determine root cause of problems with applications or products found in a variety of OS platforms.
- Understand process flows and practices specific to Support Centers enabling efficient call handling procedures that maximize customer satisfaction through increased first call resolution rates and promote high levels of accuracy in reporting cases/tickets .
- Assist with training other help desk technicians when needed.
- Ability to travel to clients in the area as needed.
- Additional issues/responsibilities that may arise
Qualifications:
- Associates degree or higher in computer science, information systems or related field is preferred but not required depending on experience level
- 2+ years of technical support experience in a service desk environment Knowledge of operating systems (Windows, MacOS)
- Excellent verbal and written communication skills
- Strong analytical problem solving ability Excellent interpersonal skills
- Previous customer service experience is a plus
- General application and end-user support
- In-House Microsoft Exchange 2010, 2013 and 2016
- Hosted Email – Including but not limited to Office365 and 3rd party hosted exchange
- Business-level backup hardware and software solutions
- Security (Including but not limited to spam filtering, anti-virus, malware eradication, phishing)
- Above average documentation skills. Client issues should be well documented from first receipt through resolution and follow up.
Requirements:
- High school or equivalent (Required)
- Work Authorization (Required)
- Travel (Required)