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Help Desk Level 1 Technical Support Representative


Help Desk Level 1 Technical Support Representatives handle inbound calls, outbound calls, email, incidents, and requests to provide hardware and software support to resolve system/application administration and configuration issues for our clients.



Representatives are responsible for trouble-shooting system issues such as network connectivity, and support of our custom applications in Windows environments. Basic SQL knowledge required.



All candidates must have the ability to support flexible work hours (24x7), as business needs dictate employee schedules.



In addition, all applicants should possess a knowledge of enterprise computing, networking, software, operating systems, and application troubleshooting.



Responsibilities

  • Account management
  • Serving as the first point of contact for customers seeking technical assistance over the phone, email or ticketing system
  • Performing remote troubleshooting
  • Determining the best solution based on the issue and details provided by customers
  • Walk the client through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Follow-up and update customer status and information
  • Remotely assist onsite technicians with physical equipment installation
  • Daily monitoring of assigned clients
  • Education and Experience Required:
  • High school education or Equivalent.
  • Experience providing technical support to large enterprise environments
  • Must have great attendance, attitude, reliability, ability to multitask, be a team player, call center experience and an outstanding customer service track record.

    • Knowledge and Skills:
  • Articulate in excellent written and verbal communication skills.
  • Demonstrated problem solving skills
  • Ability to troubleshoot MSSQL queries to analyze data.
  • Familiarity with computer technology including VPN connectivity, RDP Sessions, Webex

  • Business Casual Dress
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