This role provides Tier 1 and Tier 2 help desk support for a cb20 customer’s end users, working both remotely and on-site. The position focuses on ticket review, triage, and resolution while supporting end user devices, connectivity, software, and customer systems and networks.
Role Overview
You will handle user support requests through telephone, chat, email, or ticket submissions. Responsibilities include documenting end user details in the ticketing system, troubleshooting reported issues, and providing timely resolutions. You will support a range of end user technologies, including laptops, workstations, desktops, and iOS and Android devices.
Responsibilities
- Provide customer support to clients via telephone, chat, email support, or tickets.
- Document pertinent end user information in the ticketing system.
- Triaging issues and delivering issue resolutions to customers.
- Support users using laptops, workstations, desktops, and iOS and Android devices.
- Provide connectivity support for end user devices.
- Configure and install software for end user devices, including laptops, workstations, and tablets.
- Support customer systems and networks.
- Provide exemplary customer service.
- Complete customer call backs as required.
- Use problem-solving and people skills to support swift resolution of technical issues.
- Troubleshoot and diagnose error messages and failures.
- Deliver Tier 1 and Tier 2 support.
- Ensure system backups are completed.
- Create and maintain client and support documentation.
- Manage call length, handle time, and after-call work.
Support Scope and Escalation
The Help Desk Technician reviews, triages, and resolves user tickets, escalating issues as necessary. The role also requires the ability to explain features of technical products and answer questions related to installation, configuration, upgrades, customization, and usage of technical equipment. Basic diagnostic techniques should be applied to identify problems, investigate causes, recommend solutions for common failures, and escalate complex problems when required.
On-Site Requirements
This role is based in Malone, NY and is onsite. Site-to-site travel may be required.
Work Schedule and Working Conditions
- Schedule: Monday through Friday, normal business hours, 35+ hours/week.
- Other times: As defined by customer demands and department needs.
- Lifting: Typically, no lifting more than 25 lbs.
Education and Experience
- Minimum experience: 2 years
- Experience range: 2 to 5 years of IT experience
- Education: Associates degree in Computer Science (or equivalent combination of education and work experience)
Certifications
- Desired: CompTIA A+ Certification
Compensation
USD 28 - 33 per hourly
