Technical Support Analyst - Tier 1

Position Summary 

The purpose of the Tier 1 Technical Support Team Member is to assist customers who are experiencing difficulty with the use of IT applications, products, or services. Complex/high priority problems are elevated to Tier II Technical Support Team Members for resolution when needed, but the Tier 1 Technical Support Team Member is responsible for ensuring that an effective solution is provided to the user.

Accountabilities/Responsibilities 

• Answers incoming calls in a busy help desk environment – up to 500 calls per month
• Works with remote sites on trouble issues – software/hardware
• Troubleshoots each call and provides a resolution
• Records required customer and problem information into the help desk ticketing system
• Follows up on open tickets, updates the ticket notes accordingly, and keeps in contact with the end user until the issue is resolved<...