Help Desk Tier 1 Support Technician

Description

Ignite is hiring! Come work for a great company with a fun culture and awesome benefits!

We are looking for a help desk Tier 1 support Technician for our Park Ridge resource office. The Tier 1 support technician is the first point of contact for IT-related issues or questions, during regular business hours (after-hours support in emergency situations). This position is responsible for triaging and logging helpdesk requests; troubleshoot and resolve issues on first contact; identifying issue patterns and escalating them as appropriate to minimize downtime and managing user accounts in various systems.

Responsibilities

Essential functions and responsibilities include, but are not limited to:

· End-user Support: First contact for technical support requests received via live call, ticketing system, or walk-up. Identify and prioritize issues per severity and impact to the business. Respond to and resolve support requests within service.

· Application Support: Identify and troubleshoot issues related to business applications, systems, and hardware.

· Communication: Relay issue patterns or trends to managers and co-workers to help reduce possible end-user downtimes.

· Documentation: Log all support interactions with end-users into the ticketing system. Note technical details and troubleshooting steps taken to resolve a ticket.

· Triage Tickets: Identify and escalate tickets to the appropriate 2nd tier support staff.

· Must be available for some remote after-hours support and alternating holiday coverage per business needs.

Qualifications

· Required Education, High School Diploma or equivalent. Preferred Education, Associate degree in Computer Science or Management Information Systems.

· Certifications in A or customer support would be beneficial.

· 3-4 years working as part of a helpdesk team

· 3-4 years of experience using a helpdesk ticket management system.

Requirements

Knowledge, Skills and Abilities

· Strong customer service-driven attitude. Remain calm and professional when confronted with high-stress or critical situations. Able to provide prompt and courteous technical support via phone, remote control, telephone, and chat.

· Excellent interpersonal skills, effectively communicate with colleagues, and managers to find solutions to technical problems. Understand and follow standard Helpdesk operating procedures and technical guides. Openly accepts constructive feedback as an opportunity for improvement.

· Knowledge of technology and computer concepts with an understanding of how devices and systems interconnect with each other. Understands how to use and troubleshoot fundamental settings and features of Windows 10/11.

· Ability to identify and solve problems through research and methodical analysis.

· Desktop support, experience with installing applications, adding network printers, troubleshooting mobile applications required for Association duties, and cloud-hosted phone system. Proprietary application and domain password reset via Active Directory and MFA portal. Familiar with computer management tools and remote access systems.

· Experience using a helpdesk ticket management system and able to document and read/write technical and non-technical material and escalate problems by following proper policies and procedures

· Able to learn and adapt to new technologies in an ever-evolving environment

Salary : $45,000 - $55,000