It Service Desk Tier 1 Technical Support

Title: IT Service Desk Tier 1

Location:  Remote

Duration: Contract to Hire

Compensation: $28/hr

Work Requirements: US Citizen, GC Holders or Authorized to Work in the US

 

Manager Notes:

• All candidates must have a strong background providing remote support to users. My company utilizes Bomgar, however similar tools are fine including TeamViewer, RDP, AnyDesk, ConnectWise, or similar.
• All candidates will have experience utilizing ticketing systems.
• All candidates must have excellent verbal and written communication skills. In this role, the individual will support Executives, corporate leaders, etc.
• All candidates need to have patience and a sense of humor.
• All candidates will need to check their ego's at the door.  If you are someone that views themselves above the team, will not be a fit.
• Relevant certifications are a plus including CompTIA and Microsoft
• Targeting individuals with good job tenure, not jumping jobs every one to two years. My client wants someone that wants to grow in their organization versus leave in 12 months because someone else is offering more money.

Job Description: Teammates will utilize Bomgar to deliver remote user support services and work with the ServiceNow ticketing system to address Incidents/Service Requests. Teammates will answer technical support calls, work/prioritize tickets accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. This position requires dedication, strong attention to detail, persistence, follow-up, effective utilization of provided resources and OBSESSIVE customer service. Teammate should possess basic technical acumen with the ability to pick up new skills and knowledge (i.e. product and inner working of software and hardware,) and possess the ability to apply learnings gleaned from technical training.

 

Responsibilities:

• Performs basic to intermediate-level troubleshooting:
• Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc.
• Logs, routes, categorizes, escalates Incidents/SRs
• Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• If issue is unknown, request assistance within ITSD Teams chat, then ITSD Manager, then ITSD Director
• Address phone calls on Softphone; logs ticket for user
• Replies to emails, Teams messages
• Self-starter - Accepts/self-assigns cases from the support queue
• Clearly communicate status on incidents, as well as resolutions
• Provide outstanding customer service and satisfaction
• Ability to work in a team and communicate effectively
• Writes/Reviews SOPs

 

Skillset / Experience:

• 3+ years of helpdesk experience troubleshooting
• Technical knowledge of Windows desktop & laptop hardware in a business environment
• Working understanding of computer networking
• Minimum one year of Active Directory support
• Effective planning & organizing skills
• Strong problem-solving efficiency
• Effective communication & documentation skills
• CompTIA A+ certification required
• Microsoft certifications
• 1+ year experience with Ivanti EPM
• 1+ year of Exchange and/or Office 365 support

Our benefits package includes:  

• Comprehensive medical benefits
• Competitive pay, 401(k)
• Retirement plan
• …and much more!

 

About INSPYR Solutions As a leading technology solutions company, we connect top IT talent with clients to provide innovative business solutions through our IT Staffing, Professional Services, and Infrastructure Solutions divisions. There are four elements that set us apart and serve as pillars of our company philosophy: Quality, Expertise, People, and Relationships. By always striving for excellence in these areas and focusing on the human aspect of our business, we work seamlessly together with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

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