Tier 1 Support Specialist

MedWatch•Lake Mary, FL

2d•Onsite

About The Position

The Tier I Support Specialist will serve as the first line of support for incoming customer questions and issues. Primary job functions are to resolve all first level IT related issues, isolates problems, determine, and implement solutions, as well as diagnosis and dispatch to additional support staff if necessary.

Requirements

Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Excellent analytical, decision-making, problem-solving, team, and time management skills
Resourceful and proactive in gathering information and sharing ideas
Proficiency in Microsoft suite
Flexibility to work on multiple tasks simultaneously
Work and communicate knowledgably both independently and within a team environment
Willingness to learn new skills
Good organizational skills and time management
Excellent verbal and written communication skills
Ability to handle difficult situations tactfully and diplomatically.
Effective problem solving and decision-making skills.
Strong computer skills with proficiency in MS Office Suite products (Word, Excel, PowerPoint)

Nice To Haves

Certificate in Computer or IT related area of study or equivalent preferred.
One to two years industry experience, support center or helpdesk supporting Windows workstations, printers, software, and common networking technologies preferred.

Responsibilities

Receive incident and requests from users.
Utilize ticket tracking software to create, update, escalate, and close service requests.
Triage Level I tickets, resolve or escalate to Level II as needed.
Provide desktop support for basic issues with PC’s, Windows, and Microsoft Office.
Remote into user machines as required while providing assistance and support.
Troubleshoot, repair, maintain, install, and perform testing activities on various computer equipment, peripherals, and software.
Setup, configure, and send equipment for new hires
Upkeep and inventory of all hardware and software
Perform setup changes of minor complexity to production systems.
Complete Access Controls setups, changes, and termination requests.
Call flow request documentation
Other duties as assigned by department manager
Adhere to all company policies as stated in the employee handbook.
The incumbent may be responsible for duties or responsibilities that are not listed in this job description. Duties and responsibilities may change at any time with or without notice.