IT Help Desk Tier 1

DEX Imaging • Nashville, TN

3d

About The Position

Dex Imaging is a leading provider of document handling equipment and services with multiple offices and locations throughout the United States. Vendor agnostic providing the best document handling solutions in the industry with no dependency on a single manufacturer. Dex Imaging is a leader in information technology and a manufacturer of associated electronic document handling reporting devices. We are looking for an IT Tier 1 Helpdesk Agent to act as point of contact for technical support of internal users, as well as several vendors from Dex’s managed IT services. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates.

Requirements

• High School diploma required, technical school or 2 plus years of IT helpdesk experience
• Knowledge of Windows 7, Mac OS X, Google Collaboration Apps and Office 365.
• Knowledge of Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS,Android).
• Strong customer service and troubleshooting skills.
• Ability to communicate technical information, both verbal and written, to a wide range of end- users.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Experience with desktop security products.

Nice To Haves

• CompTIA A+ Certification or equivalent experience preferred.

Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over the phone or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of on-boarding process.
• Support audio and video equipment in conference rooms.
• Manage and monitor internal assets to ensure accurate inventory recordsTrack, route, and escalate unresolved issues to Service Manager.
• Deliver hardware support including replacing SSDs/HDDs, adding RAM, identifying and replacing damaged equipment.
• Client PC connectivity - ethernet, TCP/IP and VPN.

Benefits

• Accrue paid time off after 90 days
• Eligible for 401K, health benefits (Medical, Dental, Vision & Life) after 60 days
• Paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED