US_East | Desktop Support_L1Location: Austin, TX
Posted On: 11/15/2022
Requirement Code: 61731
Tier 1 is the first point of contact for client employees to resolve IT and infrastructure issues affecting business operations. Tier 1?s primary responsibility is to assist in restoring customer productivity. Specifically as listed below.- Provide first tier technical support by directly responding to customer requests and inquiries. - Identify IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents. - Educate customers and communicates troubleshooting steps. - Resolve routine hardware and software incidents and is able to apply knowledge, troubleshooting expertise, and judgment to resolve more difficult issues. - Follow documented workflow and established standards. - Escalate to the appropriate technical resources for more complex incidents. - Adhere to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts. - Participate as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management. Skill Required Knowledge of information systems and IT operations, such as Windows operating systems components, navigation tools, common hardware and software related concepts.