Technical Support Analyst-Temporary
About The Position
The L1 Support Technician performs a variety of tasks associated with providing end user software, hardware, and network support for retail, restaurant and corporate locations. Documents, tracks and monitors problems to ensure timely resolution. Provide 1st level technical support (phone, email and in person) for retail, restaurant and corporate locations. Ensure the timely resolution of assigned Helpdesk tickets Receive trouble reports from users and/or network alarms. Assign initial severity level for incidents. Involve appropriate Tier II and III support resources for incident resolution. Inform user groups of incident occurrences and provide periodic status and resolution ETA Troubleshoot, resolve, and document end user help requests for desktop, laptop, and peripheral problems Maintain troubleshooting documentation for frequent incident occurrences and FAQ’s for user groups. Install, maintain and configure customer hardware and software for PC, MAC, network printers and other network devices. Other duties as required that may occasionally be necessary to support facilities.
Requirements
- High school diploma required.
- CompTIA A+ certification or comparable experience required
- 1+ years’ experience working with computer hardware and software in a Microsoft-networked computer environment.
- Strong hardware trouble shooting skills.
- Ability to respond to technical issues in a timely fashion with an emphasis on customer service.
- Manage and prioritize multiple tasks under pressure.
- Excellent verbal communication skills.
- Excellent phone and e-mail etiquette and customer service skills.
Nice To Haves
- Experience working with a Macintosh a plus.
Responsibilities
- Provide 1st level technical support (phone, email and in person) for retail, restaurant and corporate locations.
- Ensure the timely resolution of assigned Helpdesk tickets
- Receive trouble reports from users and/or network alarms.
- Assign initial severity level for incidents.
- Involve appropriate Tier II and III support resources for incident resolution.
- Inform user groups of incident occurrences and provide periodic status and resolution ETA
- Troubleshoot, resolve, and document end user help requests for desktop, laptop, and peripheral problems
- Maintain troubleshooting documentation for frequent incident occurrences and FAQ’s for user groups.
- Install, maintain and configure customer hardware and software for PC, MAC, network printers and other network devices.
- Other duties as required that may occasionally be necessary to support facilities
Benefits
- Health, Dental, Vision, 401K with generous matching program, generous paid time off.
- Potential Annual Bonus Opportunity.
- 50% discount at restaurants and retail locations.
- Career advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
