Tri-City Electric Co. is currently seeking a dedicated and customer-focused IT Service Desk Tier 1 Technician to join our team. As a Tier 1 Technician, you will play a crucial role in ensuring our clients receive timely and effective technical assistance.

Responsibilities include but are not limited to:

• Call Handling and Ticket Creation: Be the initial point of contact for clients, answering phone calls promptly, logging call activity and creating support tickets
• Technical Support: Troubleshoot user problems, maintain hardware, and provide fundamental technical assistance
• Problem Identification and Resolution: Investigate client issues, find solutions, and guide users through corrective steps
• Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation
• Recognizing and escalating more complex issues to Tier II support
• Documentation Enhancement: Improve client support by creating and maintaining helpful documentation
• Ticket Management and SLA Adherence: Efficiently manage Help Desk tickets while ensuring compliance with Service Level Agreements
• Follow-Up: Engage with customers to verify issue resolution and address any outstanding concerns
• Other duties may be assigned, as needed

Required Education and Experience:

• High school diploma or equivalent; technical certifications are a plus
• Proven experience in technical support or a related field
• Strong problem-solving skills and attention to detail
• Excellent communication skills, both written and verbal
• Ability to work independently and collaboratively within a team
• Familiarity with help desk software and ticketing systems

Candidates must possess strong dedication to the user experience, adaptable and communicates effectively users with wide ranges of technical knowledge, provide prompt responses to incoming support requests.

All job offers are contingent upon successful completion of a drug screen and reference check. Tri-City Electric Co. is an equal opportunity employer.