Technical Help Desk T1

$35,000 - $40,000/Yr

Ascendion Group - Plano, TX

Full-time - Entry Level

Remote - Plano, TX

5,001-10,000 employees

About the position

The Technical Help Desk T1 role at Ascendion involves providing first-line technical support to end-users, diagnosing and resolving common technical issues, and ensuring a high standard of customer service. This position is crucial for maintaining efficient system operations and enhancing user experience through effective troubleshooting and support.

Responsibilities

• Provide First-Line Support: Offer initial troubleshooting and technical assistance to end-users via phone, email, or chat regarding hardware, software, and networking issues.
• Diagnose Technical Problems: Analyze and resolve common technical issues related to software applications, operating systems, hardware failures, and network connectivity problems.
• Escalate Complex Issues: Identify and escalate unresolved technical problems to the appropriate Level 2 or higher support teams or engineers.
• Document Solutions: Record issues, resolutions, and relevant technical details in the support ticketing system to maintain accurate records and knowledge base.
• Support System Setup and Configuration: Assist with the installation and configuration of software and hardware as required by end-users.
• User Account Management: Assist with the creation, modification, and deletion of user accounts and permissions in accordance with company policy.
• Software and Hardware Support: Provide support for various software applications, operating systems, and hardware devices.
• Perform Regular System Checks: Assist in monitoring system health, backups, and routine maintenance tasks to ensure efficient system operation.
• Customer Service: Maintain a high standard of customer service by ensuring timely resolution of user issues and providing a positive support experience.
• Knowledge Sharing: Contribute to internal documentation and knowledge bases to enhance team efficiency and provide quick solutions for recurring issues.

Requirements

• Must have 4 years + experience in IT Internal Tech support roles.
• Should have worked with password reset, software application access, platform access, software installation and update.
• Should have the ability to work with different levels of internal employee PC/windows/Mac/laptops.
• Should have strong computer skills - ability to work with 10 windows open or multitask.
• Excellent troubleshooting skills to resolve issues with hardware or software.
• Excellent customer service skills and delivering exceptional service while successfully resolving internal employees' IT issues.
• Can support a demanding, fast-paced, time-sensitive environment.
• Experience in de-escalations with upset internal employees with PC issues.
• Experience in phone-based support vs being on-site.
• Experience in remote support into user PCs.
• Experience with Teams, Skype, MS Office tools, Team Viewer, Remote Access, VPN, and Citrix environment.
• Familiarity with cybersecurity attacks and how to quickly reduce threat and successfully re-establish working process on PC for employee.
• Ability to solve working from home internet, VPN connectivity issues yourself.
• Superior communication skills both written and verbal.

Nice-to-haves

• Financial background beneficial and preferred.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Long-term disability insurance
• Short-term disability insurance
• 5 personal days accrued each calendar year
• 10-15 days of paid vacation time
• 6 paid holidays and 1 floating holiday per calendar year
• Ascendion Learning Management System