Technical Customer Support 1

Intrado Life & Safety, Inc.•Longmont, CO

2d•Hybrid

About The Position

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters. Intrado is looking to hire a Tier 1 Technical Support Specialist - Service Desk in our Longmont office on our Life & Safety team. This role does offer the opportunity to work at least two days from home!

Requirements

High school diploma or GED required.
2+ years customer service experience required, preferably in a helpdesk environment.
Basic knowledge of PC Hardware and Windows operating systems.
Basic knowledge of MS Excel, Word, and Outlook required.

Nice To Haves

1-year experience in the 9-1-1 or public safety industry preferred.

Responsibilities

Providing initial response and basic troubleshooting for customer or internal employee related issues
Take initial calls and provide basic support
Dispatching support to Tier II, as necessary
Open, track, and close all trouble tickets, ensuring issues are accurately documented
Prepare and distribute a variety of metrics reports (e.g. trouble tickets), as requested by supervisor
Participate in the activities associated with a variety of departmental projects including preparing reports, material, documentation, and coordinating tasks
Troubleshooting
Password resets
Managing service desk mailbox
Call handling (answering incoming calls)
Special projects to include creating and updating knowledge base articles
Work on issues without step-by-step instructions

Benefits

medical
dental
vision
life and disability coverage
paid time off
a 401(k) retirement plan
paid parental leave
access to a robust library of personal and professional training resources
employee discounts
critical illness
hospital indemnity
access to legal support
pet insurance
identity theft protection
an EAP (Employee Assistance Program) that includes free mental health resources/support