Help Desk Tier 1

Brooklyn Park, MN
Job Type:
Contract to Hire
Our client is looking for motivated Help Desk Tier 1 representative to join their growing team! This role will prioritize and solve technical problems, perform remote troubleshooting, and offer advice on ways to increase the value of our internal customer’s experience. They are looking for someone who wants to continue to grow and climb the technical support ladder. This company places a strong emphasis on promoting from within. If you are looking for a laid back, team-oriented, friendly environment where you can grow your knowledge and career please apply today! 

Principal Responsibilities

  • Provide superior customer support:  excellent communication and documentation, responsive follow through, and advocacy for customer issues within internal departments
  • Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within acceptable service levels
  • Collaborate extensively with peers, managers, and members of the escalation team to resolve customer issues
  • Actively contribute to a growing knowledge network that improves team effectiveness and the information available to our customers
  • Troubleshoot desktop and web application issues related to software functionality, data analysis, system configuration, performance tuning, installation, migration, and upgrades

Working Conditions

  • Normal office environment, occasionally dusty and dirty in repair center offices.
  • Physical demands - some lifting of computer hardware 30-50 lbs.  Requires bending and crouching when working on equipment.
  • Must accommodate flexible schedule for many unplanned daily activities.
  • Must be available to work 38 - 40 hours per week.
  • The majority of support is remote but some face to face interaction is required.
  • Some travel may be required.

Knowledge, Skills, and Abilities
  • Advanced level knowledge and hands-on experience with the following: Windows 2008/2012 Server, Windows XP/7, ActiveSync, Active Directory and Microsoft Exchange, Microsoft Office 2010/2013, Android/iOS device support, Web applications, Ticketing and monitoring software
  • Knowledge of TCP/IP, DHCP, Network Connectivity, LAN/WAN
  • Demonstrated professionalism with a true passion for customer service - able to empathize with concerned customers
  • Ability to work and learn in a fast-paced environment
  • Post-secondary education in a Technology-related discipline
  • 1 to 3 years of support-related experience dealing with customers in a technical support environment