What are the responsibilities and job description for the Help Desk Technician position at Diversified Technical Services, Inc?
Job Overview : A Tier 1 Help Desk Technician is the first point of contact for end users seeking technical assistance. The role involves diagnosing and resolving basic software issues, creating accounts, and responding to incidents while providing exceptional customer service. Tier 1 technicians are responsible for responding to emails or chat inquiries and efficiently troubleshooting common DPIMS customer problems.
Key Responsibilities :
- Provide front-line technical support for software, and network-related issues.
- Respond to user inquiries via ITSM(Service Now), Teams, or email
- Perform basic troubleshooting for common technical problems, such as login issues or software malfunctions
- Document and track all support requests and resolutions in ITSM
- Writing clear, step-by-step guidance to end users to resolve issues efficiently.
- Escalate complex issues to Tier 2 or other specialized support teams as needed.
- Maintain a knowledge base of frequently asked questions and solutions.
- Ensure a high level of customer satisfaction by providing timely and accurate assistance.
- Monitor and follow up on open support tickets to ensure resolution.
- Provide some training to end users
- Managing Monthly patching
- Azure Backups and COOP replication
Skills & Qualifications :
Inclusion & Diversity
DTSI is an Equal Opportunity / Affirmative Action Employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Disclosure
DTSI is an equal opportunity employer that uses E-Verify to confirm work authorization. Background investigations may be conducted to determine applicant's eligibility for a Department of Defense security clearance.
EEOC Know Your Rights
Pay Transparency Nondiscrimination Provision
Why DTSI
DTSI has built an unwavering reputation of delivering cutting-edge IT solutions with a focus on exceeding customer expectations and a relentless drive to be the best in the industry. Our success, undoubtedly, is a direct result of our people. We are intentional in seeking individuals who are hard-working, disciplined, visionary, and approach all tasks and interactions with an attitude of excellence. If this is you, we invite you to join Team DTSI!
Benefits
Proud of Our Past. Improving the Present. Focused on the Future.
If you are unable to use our online application to apply for this position, please use one of the following options to submit your resume and qualifications :
DTSI
212 N. Alamo St.
San Antonio, TX 78205
Attn : Recruiting - [job title]
