What are the responsibilities and job description for the Help Desk Support Specialist-Tier 1 position at LinTech Global?
Help Desk Support Specialist-Tier 1
LOCATION: Boston, Massachusetts- LinTech Global Inc. is recruiting an entry-level Help Desk Support Specialist to support our contract at the EPA in Boston, MA. This role is a full-time on-site position and requires physical presence in the downtown Boston office Monday through Friday.
RESPONSIBILITIES:
- Responsible for providing 1st tier support over the phone, by remote connection, or with walk-in clients, supporting our user community on government issued computer hardware, applications, and platforms
- Be the point of contact for incoming requests for support via phone or electronically
- Diagnose and resolve technical, hardware, and software issues
- Research questions using available resources (Knowledge Base articles, provided SOPs, Google searches when needed)
- Advise users on appropriate action and walk them through resolution
- Provide in-person solutions to technical, hardware, and software issues
- Reimage laptops, identify, redirect problems, and escalate urgent situations to the appropriate resources when necessary
- Adhere to Help Desk metrics ensuring that SLAs are met in a timely manner
- Follow Help Desk standard operating procedures
- Install various software packages and printer setups on Dell laptops
- Provide remote support using Bomgar or Teams
- Satisfy customer requests for non-problem issues (add hardware, software, printers, technical consultation, etc.)
SKILLS:
- Proficient in Office 365
- Experience with ServiceNow is a plus
- Working knowledge of the fundamental operations of relevant software, hardware, and other equipment
- Knowledge of Microsoft Windows 11
- Knowledge of TCP/IP Knowledge
- Excellent customer service skills
- Knowledge of basic network troubleshooting
- Excellent oral and written communications
- Focus on ticket priority and meeting SLAs
- Ability to maintain good, clear notes on incidents in a timely manner
- Most importantly, must be dependable, have a positive attitude, be a "team player," and be able to manage multiple projects/issues simultaneously, be pro-active, and work well under pressure
OTHER REQUIREMENTS:
- 1-2 years in a Help Desk environment with hands-on technical experience
- Ability to obtain a Public Trust Clearance
- Industry certifications preferred but not required
Salary : $35,000 - $40,000
