Service Desk Tier One

2 minute read

• Support our proprietary technology solutions
• Perform initial troubleshooting steps remotely with clients.
• Perform on-site duties at client sites for scheduled visits, project work or emergency service
• Install and uninstall systems and software as required
• Responsible for the timely return of all service parts obtained for customer repairs
• Maintain and update servers and desktops for client environments
• Troubleshoot basic network Issues
• All other related duties as assigned

• Maintain high customer satisfaction and customer relations skills
• Must account for your time schedule and work capacity
• Responsible for timely submission of required service documentation
• Support and manage the overall service measurement framework that determines service efficiency (SLA's)
• Learn and follow company policies and procedures
• Maintain effective work direction, scheduling, and time management skills
• Maintain a clean and organized work environment
• Attend all scheduled meetings

• Experience with the troubleshooting of hardware, desktop operating systems (Win7/8/10) and software applications, including Microsoft Office is preferred.
• Familiarity with Active Directory, Exchange, Office 365 is a plus.
• Linux experience is a plus
• Experience with RMM solutions and ticketing systems is a plus
• Technical certifications preferred
• Customer Service and Client Relationship management skills
• Excellent communication skills – both written and verbal
• Ability to work within a team environment
• Must be able to pass a drug and criminal background test
• Must have reliable transportation
• Must be able to travel to client sites in and around the Chicagoland area on a regular basis
• Must be able to lift and carry equipment as needed (50+ lbs)
• Demonstrated understanding of basic and fundamental troubleshooting logic