IT Help Desk Tier 1 Technician in Columbus, OH at Crown Services, Inc

Date Posted: 11/8/2019

Job Snapshot

Job Description

Crown Services IT Helpdesk Tier 1 Technician Job Description

Summary

The IT Helpdesk Tier 1 Technical Support Technician receives calls, emails, and IT trouble tickets from customers concerning problems with various hardware and software on their computers. Each call, email, and ticket will be documented in our IT ticketing system, and quality service offered on every action taken within established parameters. The technician is responsible for resolving all issues presented in a “first call resolution strategy” and escalating Severity 1 issues as necessary. We promote a team environment and have built a culture around open communication, knowledge transfer, and continued education about our products as well as other types of technology.

Responsibilities

This position is responsible for providing our customers in an accurate, efficient, and professional manner. This position responds to routine and complex customer inquiries via the telephone, e-mail and IT ticketing system. Primary focus is on providing assistance and advanced trouble-shooting regarding computer issues, application support, printer problems, and other technical issues. The position requires in-depth knowledge of computer and other IT equipment, and great customer services attitude.  This position requires frequent research, troubleshooting, and customer follow-up to ensure proper resolution. Interactions with customers must be well documented in the IT ticketing system. This position is responsible for, efficiently working cases and resolving issues, escalating appropriate cases to fix customers problems in a timely manner, and following up on issues to ensure timely resolution. Role is responsible for identifying trends both within the solution and with clients, reporting on the trend where appropriate, and providing supporting data.

•         Review and update Help Desk documentation as required.

•         Recommend modifications to procedures with Information Technology Leadership.

Job Requirements

Experience and Skills Required

Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve overall duties of the position. Maintains favorable working relationships with all other company employees to foster and promote a cooperative and harmonious working climate, which will be conducive to maximum employee morale, productivity and efficiency/effectiveness.

•         Demonstrated ability to effectively communicate by phone or in person.

•         Ability to empathize with customers

•         Demonstrated writing ability.

•         PC Hardware

•         Network

•         Support/Admin Skills:

o   Ability to accurately follow pre-determined escalation protocols as appropriate

o   Ability to trouble-shooting guidelines

o   Can differentiate between severity levels and client urgency

Required education and/or experience

•         Associate degree or higher

•         Demonstrated customer-focused, service-first attitude.

•         Must have some basic understanding of computer

•         Possess strong time management skills

•         Demonstrated written & verbal communication skills