Summary

The primary role for Level 1 support technician is to be the front line of support for the Helpdesk to trouble shoot and resolve a majority of desktop related issues that are escalated from internal users or other internal support desks.

These types of issues include but are not limited to password resets, account unlocks, kill sessions, printer restarts, VPN error messages, MS Outlook, device OS issues, website connectivity and other windows or proprietary logon issues.
If a resolution cannot be obtained over the phone or with minimal remote control access, then technician will be required to escalate to the proper group for additional support.

Roles & Responsibilities

DUTIES

Troubleshoot and resolve basic to moderate issues related to technical difficulties with hardware, software, connectivity, and network as well as Sonepar OPCO branch hardware over the phone or with remote control access using the TeamViewer tool.

Perform light system administration with Microsoft Active Directory including password resets/unlocks.

Document all phone calls to Helpdesk via ticket system and ensure proper information from end user is obtained

Assign/escalate tickets to Level 2 and other internal support departments based on ticket criteria and resolution method.

Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.

Identify, research, track and resolve technical problems in a timely manner

Ability to create concise knowledge documents based on the resolutions provided over the phone to end users for future reference

Maintain a trending list of repetitive issues to be brought to Management for attention

Respond and answer telephone calls, email and personnel requests for technical support

Available to work or be on call during non-business hours, weekends and holidays as required

Preferred Qualifications

Minimum Qualifications

QUALIFICATIONS

Certificate or Computer Science degree

2 years of IT based customer support experience

Working knowledge of Windows OS

Experience setting up and troubleshooting network printers

Working knowledge of Active Directory

Basic knowledge of mobile devices

Good communication skills, both written and verbal

Team player

A Certification preferred (not required)

Service Now experience would be very helpful (not required)

There will not be an on call rotation in this role