Tiered Support

Tiered Support Jobs

20 jobs found

Today

Entry Level Help Desk / Customer Service Representative

Vertical Screen Inc. Warminster, PA

Warminster, PA

Today

$16+/hr Full time Application Support Computer Skills Customer Service

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Job Description

Vertical Screen Inc. is hiring an entry-level Tier 1 Technical Support and customer service representative for an on-site role in Warminster, PA. In this position, you will act as a primary point of contact for customers seeking help with products and services, handling day-to-day support across phone, chat, and email.

You will troubleshoot basic technical issues, support users at both Tier 1 and Tier 2 levels, and help clients get the most from the company websites through training. The role also includes coordinating user questions, investigating error messages, and processing client order changes according to department procedures.

Role overview

Provide client support across a wide range of items.
Review external or internal service requests to determine the nature and extent of support needed.
Support users directly or refer requests to the appropriate staff member.
Handle incoming client issues via phone, chat, and email.

Technical support and troubleshooting

Deliver Tier 1 and Tier 2 software support, training, and troubleshooting over the phone for clients, applicants, and vendors.
Resolve software problems on-site or remotely via phone, chat, and/or email.
Investigate error messages and determine appropriate resolutions.
Provide timely and accurate information in response to incoming client requests.

User training and order processing

Train users in startup, basic, and advanced use of company websites.
Process client orders and changes according to established department policies and procedures.

Required skills

Strong time management and organizational skills.
Proficiency in the M.S. Office Suite, including Outlook, Word, and Excel.
Detail-oriented approach.
Excellent oral and written communication skills.
Strong telephone skills and the ability to work with a diverse population.
Ability to maintain confidential information and follow work processing procedures.
Ability to manage multiple tasks or projects.

On-site position details

Location: Warminster, PA (onsite)
Schedule: M-F
Shift: 8:00am–4:00pm
Pay: $16 per hour (USD)
Education: High school diploma or equivalent

Technologies

M.S. Office Suite
Outlook
Word
Excel

Benefits

Medical, dental and vision coverage with spouse/family coverage options
401K plan with generous company match
Flexible spending accounts
Voluntary insurance coverage plans (life, disability, etc.)
Paid lunch breaks
Paid time off
Paid holidays
Paid training program and internal employee development
Overtime options available
Casual dress code
Flexible work schedules
RushBus scheduled service from Septa Bus Route 22 and Regional Rail
Employee referral bonus program
Discounts through partnerships and neighborhood business programs

Additional information: All candidates are subject to a drug test and a background screening.

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5d ago

Help Desk Specialist

Booz Allen Hamilton Doral, FL

Doral, FL

5d ago

$53k - $108k/yr Full time Atlassian Cloud Platforms Customer Support

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Job Description

The Help Desk Specialist role supports internal teams and mission partners by delivering Tier I and II IT assistance in a fast-paced environment. This onsite position is based in Doral, Florida, with a salary range of USD 52,900 to 108,000 per year.

Summary

This role provides Tier I and II Help Desk support to internal users and mission partners within defined service levels. Daily ticket updates and a focus on customer satisfaction are essential, along with educating users and offering policy guidance on inquiries.

Responsibilities

Collaborate with customers and leadership to understand needs and gain insight on delivery performance.
Provide Tier I and II support for Help Desk tickets from team members and mission partners within the response service level agreement.
Update tickets daily with complete notes to maintain accurate records.
Ensure ticket resolution meets customer expectations before closing.
Educate users and provide policy guidance on all inquiries.

Requirements

Experience delivering Help Desk support in a high-demand, fast-paced setting
Ability to track, analyze, and resolve technical incidents using industry-standard software
Proficiency with Microsoft Windows, macOS, and cloud-based IT support tools
Knowledge of ITIL processes and Agile workflows
HS diploma or GED with 3+ years of Help Desk experience, or a Bachelor’s degree in Information Technology, Information Systems, Computer Science, or Cybersecurity with 1+ year of Help Desk experience

Technologies

Microsoft Windows
macOS
Azure
AWS
Jira
Confluence

Benefits

Health benefits
Life benefits
Disability benefits
Financial benefits
Retirement benefits
Paid leave
Professional development
Tuition assistance
Work-life programs
Dependent care benefits
Recognition awards program

The Opportunity

The position supports a fast-paced, mission-critical IT environment requiring adaptable professionals who prioritize reliable, timely, and valuable assistance for both internal teams and external partners. The ideal candidate communicates effectively with customers and leadership to interpret needs and capture performance insights. You will handle Tier I and II Help Desk tickets within established service levels, maintain thorough daily notes, and confirm customer satisfaction prior to closure. Additionally, you will educate users and provide policy guidance on inquiries, contributing to a structured and responsive IT support function.

Work Model

Remote: Remote work is possible, but there may be occasions requiring in-person work at a Booz Allen or customer facility.
Hybrid: A hybrid arrangement requires frequent work from a Booz Allen facility and may involve visiting customer facilities as needed.
Onsite: The role is performed primarily at a Booz Allen office or customer facility, with direct collaboration with colleagues and customers as required.

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7d ago

IT Support Services II-Help Desk

Courser Employment Services LLC Wilmington, DE

Wilmington, DE

7d ago

Full time Application Support Cloud Cloud Platforms

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Job Description

This on-site role in Wilmington, DE offers a solid benefits package, opportunities for professional development, and a collaborative environment focused on delivering reliable IT support. You will provide tier II technical assistance across applications, hardware, and networks, mentor junior teammates, and contribute to client-facing IT initiatives.

Benefits

Medical, dental, vision, and life insurance
401(k) with employer match
Unlimited vacation time after one year of employment, with 10 vacation days during the first year
Paid sick time
Ten holidays, including your birthday and a floating holiday
Healthy lifestyle reimbursement
Amazon Prime reimbursement
40 hours of paid volunteer time
Paid parental leave
Reimbursement for ongoing education and certifications
Access to learning and development programs

Responsibilities

Provide tier II support for application, hardware, and network issues escalated from junior team members, ensuring timely resolution
Respond to user service requests with a focus on outstanding customer service and a positive user experience
Assist in the administration and management of IT systems, including servers, workstations, and cloud environments
Diagnose and resolve complex technical problems across Windows, macOS, Linux, and mobile devices
Maintain comprehensive documentation of support processes, troubleshooting steps, and system configurations
Assist in training and mentoring junior IT support staff, sharing best practices and technical guidance
Participate in IT projects such as software deployments, system upgrades, and network enhancements, delivering on time and within scope
Monitor systems and networks for performance and security, proactively addressing potential issues
Manage user accounts, permissions, and access rights across various systems and applications
Track incident trends, root causes, and resolutions to improve IT services and support processes

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience
3-5 years of experience in IT support or system administration, preferably in a corporate setting
Strong knowledge of Windows Server, Linux, macOS, and enterprise applications
Solid networking understanding, including TCP/IP, DNS, DHCP, and VPN configurations
Experience with helpdesk and ticketing systems such as ConnectWise, ServiceNow, JIRA, or Zendesk
Excellent problem-solving abilities and efficient troubleshooting of complex technical issues
Strong communication skills with the ability to explain technical concepts to non-technical users

Technologies

Windows Server
Linux
macOS
ConnectWise
ServiceNow
JIRA
Zendesk
AWS
Azure
VMware
Hyper-V

Preferred Experience

Experience with ConnectWise
Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE)
Experience with cloud services (AWS, Azure) and virtualization technologies (VMware, Hyper-V)
Knowledge of IT security practices and data protection regulations

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8d ago

Tier 1 Tech Support Help Desk

Gould Intelligent Phoenix, AZ

Phoenix, AZ

8d ago

$18 - $19/hr Contract Customer Service Customer Support Email Support

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Job Description

Gould Intelligent, an Arizona-based company, is seeking a Tier 1 Tech Support Help Desk professional for a long-term contract. This onsite role is located in the far northwest Phoenix metro area. The position provides user support and manages the technical support email inbox, at a rate of $18 to $19 per hour.

Benefits

Onsite role in the far northwest Phoenix metro area
Long-term contract
Competitive pay of $18 to $19 per hour
Experience with Google Suite is a plus

Responsibilities

Provide Tier 1 Tech Support to internal and external end users
Manage the technical support email inbox

Requirements

Previous call center tech support experience
Must be eligible to work on a W2 basis for any U.S. employer without sponsorship (no third parties or corp-to-corp)
Currently reside in the Phoenix metro area
Be able to start with 2 weeks’ notice
Be able to pass relevant background check

Technologies

Google Suite

To apply, email a Word version of your resume to hr@gouldintelligent.com and reference #AZ 12997. Include your current location. Resumes without location information will not be considered.

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9d ago

Technical Support Specialist - Tier I

CallRail Atlanta, GA

Atlanta, GA

9d ago

Full time Application Support Automation Call Tracking

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Job Description

This hybrid role in Atlanta, GA, supports CallRail customers as a Tier I Technical Support Specialist, delivering frontline troubleshooting and solutioning across CallRail products.

Responsibilities

Comprehensive troubleshooting and guided diagnostics across all CallRail products via live channels, focusing on customer goals and proactive solutions beyond immediate fixes.
Guide customers through workflow design and implementation best practices; ensure smooth data flow across CallRail features and third‑party MarTech ecosystems (Google Ads, Google Analytics, HubSpot, Salesforce, Zapier).
Follow established support protocols, accurately code trouble tickets, maintain ACD queue availability, conduct professional interactions, and meet target Average Talk Time and Wrap-Up Time.
Meticulously log all customer interactions, setup configurations, and troubleshooting steps in Zendesk; thoroughly test complex setups before resolution.
Adhere to escalation processes for complex Tier 2/3 issues; identify, document, and escalate bugs or outages with clear reproduction steps for product and engineering teams.
Maintain high customer satisfaction by communicating resolution expectations with professionalism and empathy; contribute to team documentation, internal support processes, and training for new products and features.
Leverage AI platforms and modern support tools to streamline operations, solve complex problems efficiently, and uphold industry benchmarks.

Requirements

Frontline Support Experience: Minimum 1 year of professional, frontline technical or telephone support and customer-facing troubleshooting, preferably in SaaS, MarTech, or agency environments.
MarTech & Integrations Familiarity: Working knowledge or aptitude with marketing technology tools and web concepts (Google Analytics, Google Ads, CRMs, webhooks, JavaScript snippets).
High Attention to Detail: Meticulous in reviewing tracking scripts, reproducing bugs, auditing customer setup configurations, and documenting tickets.
Analytical & Problem-Solving Skills: Strong diagnostic and root-cause troubleshooting abilities; ability to stay composed and professional under pressure.
Strong Communication: Excellent verbal and written communication; translate complex technical terms into clear guidance for non-technical users.
Tool Proficiency: Familiarity with Zendesk, Excel, Google Drive, CRM tools, and other modern support tools.
Education: Degree in Computer Science or Information Technology, or equivalent practical experience.

Technologies

Zendesk
Google Analytics
Google Ads
HubSpot
Salesforce
Zapier
JavaScript
Webhooks
HTML
CSS
MySQL
REST APIs
Browser developer tools
CRM tools
Excel
Google Drive

Benefits

Health, dental, and vision coverage
HSA with company matching
Paid parental leave
Flexible vacation policy
401(k) with company matching
Employee stock options from day one
Annual educational allowance ($2,000)
Catered lunch (in-office)
Transit or parking expense coverage
Charitable donation match up to $500 annually
Regular company outings and events
Hybrid work stipend for home office ($500)
Designated bike storage

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9d ago

Tech Support Manager

Security Snapshot LLC Kingsland, TX

Kingsland, TX

9d ago

$48k - $60k/yr Full time Manager Application Support Cloud Platforms

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Job Description

This hands-on Tech Support Manager role leads Tier 1 operations and Tier 1/2 support for registered investment advisor and broker-dealer clients. The position also oversees the implementation and administration of the firm’s work management platform with integrations to RingCentral VOIP, QuickBooks, and Sage Intacct, and is responsible for operational reporting.

Responsibilities

Manage daily Tier 1 workflows, including queue governance, ticket prioritization, SLA adherence, and escalation processes.
Directly handle Tier 1 and Tier 2 support across the client base, serving as the senior technical resource for complex or sensitive tickets.
Create and maintain runbooks, knowledge base articles, and standard operating procedures; mentor Tier 1 staff on technical skills, client communications, and ticket discipline.
Lead the deployment of the firm’s work management platform.
Execute RingCentral VOIP integrations, enabling call logging, click-to-dial, screen pops, and capture of call dispositions.
Implement integrations with accounting platforms to support time-to-billing, invoicing, and revenue recognition workflows.
Design time tracking workflows that record billable and non-billable activity at the technician, client, and project levels.
Establish ticket taxonomy, routing rules, automations, and data governance standards.
Develop and maintain firm-wide reporting on technician productivity, ticket volume, SLA performance, utilization, and backlog.
Create client-level reporting suitable for embedding in Quarterly Business Reviews, CyberSnapshot reviews, and other recurring deliverables.
Provide ad hoc analyses for senior leadership and the Manager of Support Services.
Collaborate with the Manager of Support Services on operational planning, capacity modeling, and continuous improvement initiatives.
Coordinate with Finance to ensure time and billing accuracy.
Coordinate with Sales and Marketing on client facing reporting and reference content.

Requirements

5+ years of technical support experience.
Hands-on Tier 1 and Tier 2 proficiency across Windows endpoints, Microsoft 365, identity and MFA, networking fundamentals, and common business applications.
Direct experience implementing or administering a work management, PSA, or ITSM platform such as ConnectWise, Autotask, HaloPSA, Freshservice, ServiceNow, or Zendesk.
Strong reporting capabilities using native tools and Excel; SQL or Power BI experience is a plus.
Excellent written and verbal communication, comfortable working directly with client stakeholders including CCOs and operations leaders.

Technologies

RingCentral VOIP
QuickBooks
Sage Intacct
ConnectWise
Autotask
HaloPSA
Freshservice
ServiceNow
Zendesk
Microsoft 365
Windows endpoints
Excel
SQL
Power BI

Benefits

401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Paid time off
Vision insurance

Compensation & Work Arrangement

Salary Range: $48,000 – $60,000 annually, commensurate with experience.
Work Location: Kingsland, TX, onsite.
Employment Type: Full-time, exempt.

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9d ago

Helpdesk Specialist

Elite Talent Hub Bethesda, MD

Bethesda, MD

9d ago

$30 - $33/hr Full time Active Directory Apple Device Support Application Support

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Job Description

Elite Talent Hub is seeking a Helpdesk Specialist (Tier 2) to deliver advanced technical support and escalate Tier 1 issues for desktop systems, applications, and enterprise tools across Windows and macOS environments. This hybrid role is based in Bethesda, MD, offering on-site and remote support as required.

Responsibilities

Provide Tier 2 support for escalated incidents and service requests via phone, email, web portal, and in-person support, ensuring timely resolution and clear communication.
Troubleshoot and resolve issues related to desktop and laptop systems (Windows and macOS).
Support enterprise applications and internally developed systems.
Administer email systems (e.g., Outlook, Exchange, Office 365).
Manage user accounts, directories, and permissions (Active Directory).
Diagnose and resolve printer, peripheral, and network connectivity issues.
Install, configure, and maintain operating systems and desktop applications.
Escalate unresolved issues to Tier 3 or specialized teams with proper documentation.
Track and manage incidents using ticketing systems (e.g., ServiceNow, Remedy, Jira).
Maintain accurate documentation and contribute to knowledge base articles and SOPs.
Provide on-site and remote support, including VIP support when required.
Ensure compliance with organizational security policies and procedures.

Requirements

5+ years of experience in Help Desk / Service Desk support (Tier 2 preferred).
Experience supporting Windows and macOS environments.
Hands-on experience with Active Directory / Azure AD and Microsoft Office / Office 365.
Experience with ticketing systems such as ServiceNow or Remedy.
Strong troubleshooting skills across hardware, software, and network issues.
Excellent communication and customer service skills.