Service Desk Tier One

Exceptional customer service through frontline technical support for end-users.

2 minute read


Service Desk, Tier 1


The Tier 1 Technician provides first tier technical and functional support by telephone, email, remote computer and possibly on-site visits to the AIS client community.

Responsibilities

  • 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
Expectations

  • 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
Requirements / Education / Capabilities

  • 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