Role OverviewProvide Tier I technical support to end users via phone, in person, and through the help desk ticketing system. Troubleshoot hardware and software issues, apply diagnostic techniques to resolve technical problems, and escalate more complex issues as needed.
What You Will Do
Maintain the help desk system, install and configure computers and peripherals, support corporate network hardware and software, provide A/V and meeting support for in-person, hybrid, and virtual meetings.
Why It Might Be a Fit
Ability to obtain a secret security clearance is required. Proficiency with Microsoft 365, Windows Operating Systems, and video conferencing platforms such as Microsoft Teams. Strong technical documentation skills and ability to handle multiple support inquiries simultaneously.
Requirements
- 0-2 years experience working in a customer facing technical support environment
- Proficiency with Microsoft 365
- Proficiency with Windows Operating Systems
- A solid understanding of hardware, software, and network systems, including troubleshooting common technical issues
- Strong knowledge of video conferencing platforms such as Microsoft Teams
- Strong technical documentation skills, including documenting troubleshooting steps, resolutions, and knowledge base articles
- Willingness to collaborate with team members and escalate issues to higher levels of support when necessary
- Capability to handle multiple support inquiries simultaneously while maintaining accuracy and a high level of customer satisfaction
- Ability to receive input from various sources, effectively prioritize tasks, and successfully complete them within a specified timeframe
- Strong interpersonal and communication skills to provide excellent customer support while remaining patient and empathetic
- Ability to work flexible hours as necessary
Benefits
- Medical, dental, vision, and prescription drug coverage
- Employee Stock Ownership Plan (ESOP)
- Competitive 401(k) programs
- Retirement and Financial Counselors
- Health Savings and Health Reimbursement Accounts
- Flexible Spending Accounts
- Life insurance, short- & long-term disability
- Continuing Education Assistance
- Paid Time Off, Paid Holidays, Paid Leave (e.g., Maternity, Paternity, Jury Duty, Bereavement, Military)
- Third Party Employee Assistance Program that offers emotional and lifestyle well-being services, to include free counseling
- Supplemental Benefit Program
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