Field Technician / Help Desk Support - Tier I

Straight Edge Technology, Inc. Corpus Christi , TX 78401

Posted 6 days ago

Straight Edge Technology is a company committed to excellence and working with a purpose. We want to create an environment that encourages team work and allow employees to strive for the same core values.

The Field Technician will provide first level analysis and technical help desk support with a focus on phone and email support, leveraging remote desktop technologies, as needed, to provide first-call resolutions. The Technician will interface with multiple levels of users; to include Management, VIPs and other Technical Staff. The Technician will provide active communication with Tier 2 and Tier 3 support levels; while providing follow up and updates to the status of issue(s) until resolved.

Responsibilities to include (but not be limited to) the following:

Provide first level analysis and technical help desk support with a focus on phone and email support including but not limited to:

  • Basic desktop hardware/software support
  • Printers
  • Cell Phones/Tablets (email and application configuration)
  • E-mail configuration
  • Account provisioning
  • Virus/malware remediation
  • Third-party, web-based applications
  • Appropriately escalate issues to Tier 2 or Tier 3 support if assistance is needed.

Accurately documents and reports problems using the Autotask ticket management system including but not limited to:

  • categorizing, prioritizing, and keeping incident status up to date

Remote desktop support

Takes ownership of issues until a resolution is reached by either Tier 1, Tier 2, or Tier 3, while
keeping the customer informed of status during the resolution process

Limited account management and provisioning for various internal systems

Technical project assignments requiring flexibility and teamwork

Performs other duties as assigned

Requirements

Required Skills

  • Minimum Experience:
  • 1
  • 3 years of relevant customer service (Phone or Email) and/or technical experience, focusing on a wide range of support and customer services applications including:
  • Creating accounts
  • Answering phones
  • Filtering support email accounts
  • Basic hardware/software troubleshooting and support
  • Troubleshooting experience with Microsoft Products (Windows XP, 7, Office)
  • Previous experience in a Call Center/Help Desk/Remote Support environment (Highly Desired)
  • Skills and Qualities:
  • Strong analytical and critical thinking skills are required
  • Able to handle stress and work well under pressure
  • Ability to multi-task between phone, email, and in person customers while maintaining a friendly demeanor is required
  • Strong interpersonal, customer service and general soft skills are required
  • Strong deductive listening and reading comprehension is required
  • Strong oral and written communication skills are required
  • Initiative to develop personally and professionally without prompting
  • Must be able to work in a team environment and individually
  • Education/Certifications:
  • High School Diploma or equivalent (Required)
  • Industry Certifications (Highly desired
  • but not required):
    • A+ Certification
    • Microsoft Certified Professional (MCP)• Physical Requirements:• Regularly required to move about for extended periods of time
    • Will be required to reach overhead, bend, and lift objects of up to 50 lbs+.
    • Specific vision abilities required by this job include use of computer monitor screens up to 80% of time.
    • Sedentary Work.
    • Working with computers including climbing under desks.

    Benefits

    Work Environment:
    Individuals primary workstation is located in an office environment.
    The noise level in this environment is low to moderate.

    Company Provided Health Insurance

    Hourly Pay of $13/hr. to $18/hr.+ Overtime and Bonus. Based on skill set and effectiveness.

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