Tier 1 Help Desk Technician

Job Description

The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices.

Duties And Responsibilities

• Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal)
• Identifies, researches, and resolves technical problems of moderate complexity.
• Responds to telephone, email, and on-line requests for technical support.
• Documents, tracks, and monitors the client’s problem using applicable systems and tools.
• Coordinate with other teams or departments to resolve service tickets
• Assist in the delivery and onboarding of Managed IT services
• Escalate unresolved issue to Tier II support level
  
  

Core Competencies

Teamwork

• Interacts with people effectively. Able and willing to share and receive information.
• Co-operates within the group and across groups.
• Supports group decisions and puts group goals ahead of own goals
  
  

Motivation

• Displays energy and enthusiasm in approaching the job.
• Commits to putting in additional effort.
• Maintains high level of productivity and self-direction.
  
  

Problem Solving

• Analyzes problem by gathering and organizing all relevant information.
• Identifies cause and effect relationships.
• Comes up with appropriate solutions.
  
  

Skills And Qualifications

Education and Experience

• Associates Degree in either Computer Science or IT is preferred
• Minimum one-year experience in a technical support or help desk center is preferred
• CompTIA A Certification is preferred
  
  

Skills

• Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications
• Ability to prioritize and multitask assigned issues in a fast-paced work environment
• Positive attitude of customer service and integrity
• Must be able to communicate with customers in a professional manner
• Demonstrated problem troubleshooting, root cause and resolution skills