*Process all inbound telephone calls, emails, and tickets as assigned.
*Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues.
*95 % phone support, performing basic troubleshooting of network connectivity, infrastructure, and device issues.
*Basic troubleshooting of LAN/WAN issues
*Remote troubleshooting of desktop issues
*Thorough documentation and (when necessary) escalation of all incident
- 2 Years of Service Desk experience addressing tier 1 or tier 2 IT support issues.
- Basic Network Troubleshooting and Customer Service.
- This is an elevated Tier 1 Service Desk role that is 95% phone support for internal and external customers.
- The technician troubleshoots, resolves, documents, and escalates tickets as necessary.
- Excellent communication and customer service skills are a must.
- The primary function of this position is to resolve and/or manage issues over the phone or via remote tools.
- This position is a first shift position but ideally, on occasion, the candidate should be willing to work alternate shifts.
- Preferred Education: A Certification and Network Certification or demonstrated equivalent.
A+ certification in Pc area and Network Certifications
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.