Proven IT Tier 1 Help Desk in Tinley Park, Illinois
Tier 1 Help Desk
Tinley Park, IL
The Tier I specialist is responsible for various managed IT support related to onboarding and ongoing technical maintenance and trouble-shooting support. This is the basic level of customer support. The Tier I Specialist is a generalist with a broad understanding of the hardware, software and systems that the customer has on site and is not required to understand the inner workings.
Tier I aids support to the Proven IT Helpdesk which is the first line of support for our customers.
Responds to the customers with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs.
Tier I uses and adds to a knowledge center for customer calls in Connectwise.
Tier I will communicate and work as a team with Tier II and Tier III to solve a customer’s issues.
Tier I will use logic and knowledge to solve complex and simplex customer problems
Routinely uses computer and network knowledge to trouble shoot and find the best solution for the customers workflow needs
Consistently reviews and prioritizes tickets and workload
Works with clients over the phone to investigate issues and provide solutions
Documents calls and resolutions to ensure continuity throughout the team
Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and possibly vendors
Job TypeTier I Specialist, MNS Department
Education2 Year Degree
ExperienceAt least 2 year(s)
Bachelor's degree or related experience in Computer Information Systems/MIS or other business related field.
Previous experience working in the IT field preferred
Strong problem solving skills
Experience with Networking and Servers is a huge plus
Must possess solid analytical, communication and technology skills
Ability to multi-task with a strong attention to detail
Must maintain confidentiality of information
Excellent organizational and customer service skills
Must be a self-motivated individual with a willingness to work well with others on a regular basis