Tier 1 Help Desk Technician

Tier 1 Help Desk Engineer

Location: Greensboro, NC
Position Type: Full-Time

Are you passionate about technology and helping others? Piedmont Technical Experts is looking for a motivated Tier 1 Help Desk Engineer to join our growing team. As the first point of contact for our customers seeking technical assistance, you will play a crucial role in delivering exceptional IT support while fostering a positive user experience. This is an excellent opportunity to grow your career in IT with a company that values innovation, collaboration, and professional development.

Why Join Piedmont Technical Experts?

• Collaborative Culture: Work in a supportive and innovative environment that values teamwork and professional growth.
• Opportunities for Advancement: As a growing Managed Service Provider, we recognize that our success comes from having the right people in the right roles. Your contributions will be noticed and rewarded.
• Competitive Benefits: We offer competitive compensation, benefits, and opportunities for certifications and skill development.

Your Role as a Tier 1 Help Desk Engineer:

As a Tier 1 Help Desk Engineer, you’ll be at the forefront of our customer service, ensuring technical issues are resolved promptly and effectively. Your responsibilities will include:

• Technical Support: Respond to help desk requests via phone, email, or chat, addressing issues like password resets, software installations, network connectivity, and basic hardware troubleshooting.
• Issue Resolution: Diagnose and resolve technical problems using established procedures and knowledge base resources. Escalate complex issues to Tier 2 or Tier 3 support as needed.
• User Assistance: Guide end-users through problem-solving processes, ensuring clear communication that even non-technical users can understand.
• Documentation: Maintain accurate records of interactions, troubleshooting steps, and resolutions in the ticketing system. Update user documentation and knowledge base articles as required.
• System Monitoring: Monitor system alerts and proactively address potential issues to ensure uninterrupted IT services.
• Customer Service: Deliver exceptional customer service by providing timely, courteous, and effective support.

Qualifications:

• Education: Associate’s degree in Information Technology, Computer Science, or a related field is preferred. Equivalent experience will also be considered.
• Experience: 0-2 years of experience in IT support or a similar role. Familiarity with Windows and macOS operating systems, basic networking concepts, and common software applications is required.
• Skills:
• Strong problem-solving abilities and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work both independently and collaboratively as part of a team.
• Basic understanding of ITIL processes and ticketing systems is a plus.
• Certifications:
• CompTIA A , Microsoft Certified Professional (MCP), or other relevant certifications are a bonus but not required.

Job Type: Full-time

Pay: From $15.00 per hour

Schedule:

• 8 hour shift
• Day shift

Work Location: In person

Salary : $15