What are the responsibilities and job description for the Tier I Support Technician position at Bell Tech Pros - IT Services and Computer Repair?
This is an in person position in Montrose, Colorado.
The Tier I Support Technician will provide the initial point of contact for end-users to report all Information Technology-related support and maintenance issues within the organization. This position will be responsible for capturing the details of the IT issue, and determining whether the issue is hardware or software related. In addition, this resource will be responsible for solving the most common technical issues during the first contact with the user. This candidate will also troubleshoot problem areas by telephone, or Bell Tech Pros PSA in a timely and accurate fashion and provide end-user assistance where required. This position will determine if the issue is not in their scope of work and will escalate the issue to the Tier II Support Technician to assist in resolution.
General Responsibilities:
- Provide a single point of contact for internal Company, staff and external end-user issues
- Facilitate the restoration of normal service operation while minimizing impact to end-users
- Deliver services within agreed-upon SLAs
- Receive all incident notifications through preferred means - phone, fax, email, service desk portal, etc.
- Record all incidents in PSA other documentation systems
- Classify all incidents and correctly document the nature of the incident, including affected users, systems, and hardware
- Manage and maintain the Company’s RMM solution, receive, respond to, and remediate alerts for monitored systems
- Provide technical and functional support, resolving 70 percent of tickets during first contact
- Uses judgment to determine when to escalate incidents
- Escalate incidents to Tier II Support accurately, while providing detailed information on the incident in Bell Tech Pros’ PSA Management System
- Troubleshoot and resolve all incidents according to best practices
- Maintain consistent communication with all parties including end-users, their managers, and higher, as well as Company’s own internal management hierarchy
- Collaborates with Tier II Support to enhance knowledge and improve service level agreements
- Perform all scheduled activities such as moves/adds/changes, maintenance, patch management, documentation, and reporting
- Create, maintain, and publish relevant support documentation in order to assist all team members in the quick resolution of incidents and service requests
- Execute all scheduled activities such as maintenance, documentation, and reporting
- Execute best practices methods to be utilized during service delivery
- Execute all tasks to be completed during service delivery
- Manage all client expectations successfully
- Identify ways to improve efficiency, productivity, and customer service
- Monitors incidents to identify repetitive issues.
- Assist in the development of the Company’s Managed Services business unit
- Participate in meetings as required at Company headquarters
- Continue ongoing training to maintain and improve your skillset and abilities to support and maintain future hardware and software solutions
- Other work-related duties as assigned by your leader
- Reliable and regular attendance is expected
Technical Skills and Abilities
- Strong computer, organizational, and time management skills
- Knowledge of Microsoft operating systems (Windows 10) is highly preferred
- Knowledge of Internet browsers (Internet Explorer, Firefox, Chrome, Safari)
- Excellent interpersonal and communication skills, both written and verbal
- Good analytical and strategic thinking skills
- Ability to set priorities and work on multiple tasks
- Ability to create and follow detailed documented procedures
- Ability to work independently and on a team
- Ability to work under time pressure, a fast-paced environment while maintaining a professional attitude
- Initiative to perform self-review for completeness and accuracy
Company Benefits
- 100% Company-Paid Insurance Package: * Medical Insurance * Dental Insurance * Vision Insurance
- Competitive salary based on experience
- Professional development and certification support
- Paid time off
- Company vehicle for client visits
- Growth opportunities in a stable, established company