Tier I Support Desk Technician

• Do you have a passion for technology?
• Are you the "go-to" person for your friends and family when they have IT questions?
• Do you have great customer service experience? 
• Are you ready to join a growing IT company in Fort Worth? 

Education and Certification Requirements:

• Bachelor’s degree (4-year degree is mandatory, sorry no exceptions)
• College major, experience, or demonstrable interest 
  
• CompTIA A Core Series Certification (required within 90 days of employment)
• Additional industry certifications a plus, but not required
• Commitment to ongoing learning—4 hours weekly—throughout tenure

Estimated Start Date: April 1, 2024

Job Overview:

As primary triage tech, the Support Desk I is the first voice end users hear when they call the Support Desk. This initial interaction sets the stage for the user’s experience, so it is imperative team members demonstrate great customer service skills. Users most often call the Support Desk when technology is not working like it should, meaning they are often upset or frustrated. Service Delivery technicians who listen empathetically, offer timely, solution-driven exceptional support significantly improve end users experience and their willingness to place future trust in the TriQuest Support Desk. Customers love a quick response from knowledgeable, friendly technicians that listen to the issue and find the root cause. Users quickly learn that once a TriQuest technician understands their issue, it is as good as done.  

Join a growing technology company and utilize your skills working within various company environments and industries as a Tier I Technician. TriQuest Technologies provides reliable IT solutions and support for Fort Worth area businesses. Tier I role primary responsibility is initial ticket triage and response for support desk tickets. This is an entry-level position so candidate will learn triaging support desk calls, using a support desk ticketing system, troubleshooting, desktop deployments, VOIP, network management, and documentation. The Tier I role requires a great communicator who can easily and instantly switch from speaking with a Microsoft expert to an Outlook novice, communicating with a variety of personalities while maintaining a calm and personable demeanor.

Tier I role uses time management, organization, and planning skills to schedule the week. Position requires ability to balance multiple role responsibilities while resolving and documenting technical incidents. To succeed in this role, candidate will be a team player, working with other technicians to provide a high-level of customer service while supporting customers’ IT systems. In support of TriQuest’s commitment to maintaining the highest levels of technical competency, technicians are expected to earn or renew certifications on a continual basis throughout tenure with hands-on learning, independent study, and formal training. Bachelor’s degree and passion to help users are required; sorry, no exceptions.

Role Responsibilities:

• Provide day-to-day support desk related end-user requests, submitted incidents, and monitored events
• Perform root-cause analysis, develop solutions with team members, and assist or oversee remediation
• Troubleshoot and resolve desktop technical incidents
• Diagnose and resolve network connectivity issues
• Workstation and application maintenance
• Assist users with configuring their personal mobile devices to enhance their network experiences
• Update requests in the service desk application including customer contact information, work logs, and knowledge database
• Update desktop applications, security patches, etc.
• Hardware warranty maintenance: replace failing or damaged parts
• Update computer images with current revisions of software, including updates and patches
• Conduct routine desktop maintenance
• Monitor system performance
• Escalate issues, as warranted
• Complete other tasks, as needed

About Us: At TriQuest, we hire individuals passionate about technology, with an enthusiasm for learning, and a desire to study and grow in technological aptitude. Team members are diligent in helping our customers utilize technology to solve business problems. We find solutions using technology to increase effectiveness and efficiency. We uncover the root cause of issues, to avoid the same issue repeatedly occurring. Each technician is part of a team of technicians with skills, interests, and professional certifications. We believe that the best idea wins—subject to the company strategy. 

Professional Demeanor: Team members must present themselves in a professional manner and dress, including basic grooming, no piercings, gauges, excessive jewelry, embellishments, or visible tattoos (in short-sleeved company shirt). Hair, including facial hair, must be in conservative style and cut with natural hair colors. Applicant must be able to adapt to in-office and onsite working locations with a variety of customers and variety of user personalities. All team members must comply with standards of professional conduct and with a professional demeanor befitting the TriQuest Technologies brand and culture.  This is a support role—candidate must be a team player, have a positive and helpful attitude, maintain calm demeanor, talk to vendors and customers over the phone and in-person, communicate clearly, and be able to assist users with technical issues by talking to them in non-technical terms. The essential functions described herein cannot be eliminated from this role or performed by others.

Physical Demands: This role requires the following physical activity skills to successfully perform the essential functions of this job. Candidate must have the ability to sit for up to 8 hours in a day and full mobility of body to walk, stand, climb ladder, crawl under desks and in tight spaces. Must be physically capable of lifting and carrying 50 pounds, use arms to reach and push/pull, use hands to write, pinch small cables, and type—40 wpm minimum. Applicant must be able to communicate verbally clearly and professionally in English with a variety of end-users over the phone and in-person. Chosen candidate must pass our mandatory background check including—but not limited to—employment verification, academic records, business and personal reference checks, personal credit check, criminal background check, driving record check, physical examination, drug screen, and any other relevant background information. The essential functions described herein cannot be eliminated from this role or performed by others.

Work Environment: Locations include light industrial and office environments, both at company office and at multiple customer locations throughout DFW. No additional travel requirements or overnight stays. Candidate must be able to drive themselves to company office and onsite to customer locations within Dallas-Fort Worth metroplex. This is not a remote position. Candidate must be available and ready to work 8 a.m. to 5 p.m., Monday through Friday, and available for occasional work after hours and on the weekend. All team members work 42 hours per week with 4 hours dedicated to continuing education. The essential functions described herein cannot be eliminated from this role or performed by others.

Benefits Package: Annual company benefits include 8 paid holidays, 15 days paid time off (more earned with tenure) and focus on continuing education. Expense reimbursements and monthly payroll paid via direct deposit. We offer team members health, vision, and dental insurance, plus Simple IRA—with company match up to 3%—and a Health Savings Account. Technical team members receive mileage and cell phone stipends, company apparel, and continuing education budget for exams and materials.