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Proven IT Tier 1 Help Desk in Tinley Park, Illinois

Tier 1 Help Desk

Tinley Park, IL

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Description

Job Description

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.

SPECIFIC RESPONSIBILITIES:

  • 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 Snapshot

Employment TypeFull-Time

Job TypeTier I Specialist, MNS Department

Education2 Year Degree

ExperienceAt least 2 year(s)

IndustryAny

Required Travel10%

Requirements

Job Requirements

REQUIRED SKILLS:

  • 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

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