Tier 1 Customer Service Analyst

EXECUTIVE 1 HOLDING COMPANY

5h•$18 - $18•Onsite

About The Position

Transparency matters! While we’re not actively hiring for a Tier 1 Customer Service Analyst at this moment, we’re always excited to connect with talented IT Specialists. If you’re interested in being part of our journey, we’d love to hear from you! Please do apply and we’ll reach out to you in the near future when this position becomes available.

Requirements

Tier 1 Customer Service Analysts should possess excellent customer service skills, problem-solving skills, and a broad understanding of the relationships between hardware and software applications.
Must have the ability to support and troubleshoot end-user IT equipment such as laptops and docking stations, conference room equipment, network and personal printers, wireless devices, computer monitors, mobile devices, and assorted peripheral devices.
High School Diploma or GED
Strong verbal and written communication skills
Authorized to work in the United States
Ability to pass a Moderate Background Investigation
Ability to pass a SAMHSA Drug Screening test

Nice To Haves

Prior experience supporting an IT Help Desk as a Tier I Analyst or similar role

Responsibilities

Provide first-tier customer-facing support for tickets received via multiple contact channels including telephone, web, in-person, walk-up, and email
Accurately document and report all incidents and service requests received
Resolve incidents and service requests on the first contact where possible, escalate to Tier 2 when advanced troubleshooting is required
Provide desk-side visits to end users if remote assistance is not possible or effective
Track the total-life cycle of all tickets and tasks related to employee/contractor on-boarding, off-boarding, and organizational changes
Follow up with task owners to ensure tasks are completed prior to a new employee's start date
Issue and set up new/loaner IT equipment for end users, ship to remote sites as needed
Image and re-image new and repurposed PCs
Perform light technical writing and data entry, and assist with documentation management and updates to support internal processes and knowledge base articles
Work on-site daily with the government customer and HumanTouch leadership
Work an 8-hour shift between the hours of 6 AM and 7 PM, Monday through Friday