What are the responsibilities and job description for the Tier I Helpdesk Technician position at Pacific Office Automation Inc?
Description
Overview
Join POA's dynamic and growing IT team! The Tier I Help Desk Technician serves as our first line of IT support to POA's clients. We require 2-3 years of experience on a help desk, excellent communication skills, along with a good understanding of common computer hardware and productivity software applications. The Tier I Technician must have excellent judgment skills to be able to properly evaluate situations and gather vital information from our clients. We’re looking for leaders!
In this role you are not IT support for internal employees, instead, you are working with our large customer base via telephone to support IT issues.
Candidates Should Be Proficient in the following:
- Diagnose computer errors and triage to determine the urgency of issues.
- Install, configure and upgrade PC software and operating systems.
- Facilitate on-site and escalation support activities
- Provide technical support over the phone or Web to end users /clients.
- Use remote support software to take control of end-users' computers to troubleshoot, diagnose and resolve issues.
- Setup new user and email accounts
- Assist end-users with password changes
- Setup email on Computers and Mobile devices
- Install printers and Software on Client PCs
- Document Resolution steps for closed tickets and notes for escalations
- Escalate to higher tier support to resolve customer issues within SLA
- Create and maintain documentation about Customer networks
- Setup new user and email accounts
- Install printers and Software on Client PCs
- Troubleshoot software, hardware and network issues
Qualifications:
- Associate’s degree (Bachelor’s degree preferred) with at least 3 years of professional experience in an IT Help desk role or certification equivalent
- Good understanding of Windows Server environments (SBS,2003, 2008 R2 & 2012)
- Good knowledge of networking protocols and concepts (VPN, Routing, Ports, TCP/IP, Network analysis tools)
- Knowledge and hands-on experience providing support to users using Windows 7, Windows 8 and other mainstream Microsoft applications
Bonus Skill Sets:
- Linux
- Previous experience in managed IT services
- VOIP technology
- A+, Network+, MCP and other relevant certifications
- Mac OS
As an Employee at POA, you’ll enjoy:
Team-player environment
Aggressive 401k program 91% match since 1987
Full benefits: Medical/Dental/Vision
FSA programs
