What are the responsibilities and job description for the Tier 1 Service Desk Support position at Systems Plus, Inc.?
Daily Responsibilities:
- Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards.
- Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and, when necessary, on-site visits.
- Support the installation, configuration, and use of application software.
- Offer mobile device support for Android and iOS platforms.
- Assist in the development of user documentation/installation procedures.
- Provide technical assistance ranging from general system information to in-depth configuration and problem resolution.
- Disseminate “Alert” notifications using multiple communication channels, including voicemail, web platforms, newsgroups, and email.
- Maintain and update a knowledge base of all supported software, as well as a general understanding of supported hardware and communication tools.
- Demonstrate a willingness to learn/retain knowledge of all House-supported hardware and software, cloud-based products, and internal policies.
- Participate in HIR projects and initiatives as needed.
- Serve as an escalation resource for advanced-level support issues.
- Collaborate closely with internal groups to support and maintain current technology platforms.
- Coordinate with vendors to troubleshoot and resolve issues effectively.
- Escalate/consult with senior engineering staff for the resolution of complex technical problems.
- Perform other official duties as assigned.
Required Experience:
- Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)).
- Three (3) years minimum experience in:
- IT Call Center environments
- Active Directory user and account administration
- Supporting Microsoft Windows 10 and Office 365 applications
- Supporting mobile operating systems (iOS, Android)
- Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
- One (1) year minimum experience supporting:
- macOS
- Remote access tools (e.g., Cisco AnyConnect)
- VPN and secure remote connectivity (RSA SecurID experience preferred)
- bility to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
- Knowledge of Windows, macOS, iOS, and Android operating systems.
- Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools/protocol commands to resolve technical issues.
- Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
- Ability to operate in a fast-paced environment and meet tight deadlines.
- Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
- Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
- Be self-motivated to work supervised and unsupervised as needed.
Required Clearance: Security/background check