What are the responsibilities and job description for the Help Desk Specialist - Tier 1 position at Highlight?
Highlight Technologies is seeking Help Desk (Tier 1) technicians to support a 24x7x365 service center.
Monday-Friday
7am EST - 3 : 30pm EST
Responsibilities
Maintains active communication with customers, on-site technicians, carrier service providers, and work directly with Tier 2 Technicians to support and troubleshoot routers, VOIP,
telephony
Monitoring automated probes, trouble tickets, email, and phones for any indication of trouble on customer VOIP / Telephony then taking steps to correct that trouble.
Coordinate with on-site technicians, carrier service providers, and other department personnel within SBA to investigate and troubleshoot, and then guarantee everyone involved is fully updated on status.
Troubleshoots hardware and software problems, assists users with desktop applications and provides user training
Utilizes support applications to track user requests from trouble ticket generation to resolution
Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner
Provides first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems
Follow up with customers to ensure issue has been resolved
Qualifications
1-2 years of experience on a help desk, preferably a 24x7x365
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