Help Desk Tier I

Reports To

Service Manager in US

Position Summary

The Tier 1 Helpdesk should be able to prioritize technical issues, manage assigned tasks, document time spent and resolutions, while demonstrating patience to describe cause and solutions to end users. Ideal candidates should be very organized with the ability to switch and resume tasks as required.

Essential Functions

  • Candidate should have excellent communication capabilities, both verbally and written, with the ability to thrive in an expanding team environment.

  • Provide support to end users for basic computer, application, system, device, access, and hardware issues.

  • Identifies, researches, and resolves routine technical problems of low complexity.

  • Respond to telephone, email, and online requests for technical support.

  • Document, track, and monitor the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems. May perform password re-sets for users.

  • At least 2 years’ experience in IT Helpdesk supporting global customers

Knowledge, Skills, Abilities

  • Experience with all Microsoft technologies including client operating systems, Office 365, One Drive, and Sharepoint

  • Experience supporting wired/wireless networks

  • Experience with security software for virus protection, spyware, malware, and spam

  • Experience supporting mobile devices

  • Experience with IT support delivery through remote support tools

  • Ability to come up to speed on new technologies quickly

Experience and Education

A 4-year degree in a related field and 2 years in IT service with progressive responsibility. Relevant experience may be substituted for the education requirement.

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