Help Desk Technician / Tier 1 Support

Pivotal IT is seeking an experienced Tier 1 Support Specialist to help us in providing outstanding technical support to our growing client base. The ideal candidate should technical support experience and strong customer service skills.

Tier 1 Support Specialist Responsibilities

• Act as the initial contact for support requests received by phone, email and ConnectWise ticketing system
• Quickly evaluate technical issues and escalate tickets to engineering staff as needed
• Support end user customers via phone, email and remote session to resolve basic account, software and hardware issues on Windows desktops, laptops and printers
• Maintain documentation, time and provide detailed notes on work performed and changes made to client systems via ConnectWise
• Provide technical information clearly and simply to non-technical end users
• Deliver / pickup hardware and assist engineering staff at client sites as needed
  
  

Requirements

• 2-4 years of technical support experience in a Business-to-Business environment
• Excellent telephone manner, customer service and communication skills
• Proficiency in adapting on the fly to accommodate priority issues
• Strong analytic and diagnostic skills and the ability to implement quick and effective solutions to basic technical problems
• Reliable transportation and a valid Driver's License
• Ability to lift 50 pounds
  
  

It's a plus if you have

• Experience working for/with a Managed ITServices Provider and ConnectWise Software
  
  

What's in it for you?

• Paid Vacation
• Personal Time
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401 K
• Opportunities for limited remote work from home after an evaluation period