What are the responsibilities and job description for the Tier 1 Specialist position at Sparkhound?
Job Description
Job Description
Description : About the Role
As a Tier I Specialist you will provide both on-site support and remote support for various Tier I technical issues for a Client in Baton Rouge, LA. As a Specialist, you will utilize both your customer service and problem-solving skills to provide exceptional customer experience supporting an Enterprise Metro wide Baton Rouge Customer. Specialists at our service desk come from all walks of life and support clients at various technical levels.
What you will do
Travel on-site to client locations to support end users and resolve issues
Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.
Provide phone support and issue escalation as necessary
Handle incidents and requests with a courteous and professional attitude.
Communicate promptly on the progress of incidents and requests.
Perform the system changes adhering to organizational policies.
Log all incidents and requests into one or more ticket entry systems.
Maintain technical documentation in association with Support Team members.
Conduct remote desktop troubleshooting for end-users.
Set up and test desktop computer peripherals.
Perform IT infrastructure analysis and remediation.
Support daily technical support activities for desktop, data, and server management.
Perform other related duties as required and assigned.
Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities in a timely manner
Follows best practices as defined by vendor, manufacturer, or Sparkhound defined processes
Requirements : Are you a fit?
Associate degree (two-year college or technical school) Field of Study : IT or related technical field or higher
1 years professional IT job experience
Experience with an MSP a plus
Preferred, experience in network / IT systems and troubleshooting steps
1 years professional experience in any relevant team setting. Ability to understand Managed Services reporting.
Fiercely support client success and exemplify a do-whatever-it-takes attitude.
Knows fundamental concepts of customer service and can also identify root causes of client problems.
Proficient in information technology regarding both hardware and software
Proficient with Microsoft desktop operating systems Windows 10 and 11
Experience with Microsoft server operating systems, specifically Server 2012, 2016, 2019, and 2022
Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions.
Understanding of file security management, shared drives, network drives, and their security permissions.
Experience with Microsoft 365, Exchange Online, OneDrive, Azure AD.
Experience assisting users over the phone to resolve technical issues.
Remote PC technical support.
Managing Virtual Data Center environments.
Managing network resources for routing and switching.
Telephony proficiency a plus - desktop phone upgrades, modifications, activations, repairs and troubleshooting.
Measures of Success :
Accounts for 100% of time worked by documenting in Sparkhound’s PSA
Follows up daily with client on each open ticket they are assigned to
Resolves and closes all assigned tickets within 3 days
Responds to all assigned tickets within defined standards
Always maintains a professional appearance
Bonus Points for :
ITIL Certification
Microsoft Certifications
CompTIA A Certification
HDI – Desktop Support Technician Certification
Managed Service Provider support experience
Hands on experience with ConnectWise Manage and n-Able by nCentral
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Tier 1 Specialist?
Sign up to receive alerts about other jobs on the Tier 1 Specialist career path by checking the boxes next to the positions that interest you.
