Tier 1 Support Technician

Aureon•Overland Park, KS

About The Position

ESSENTIAL DUTIES AND RESPONSIBILITIES: Respond to and resolve end-user requests via phone, email, and ticketing systems. Troubleshoot performance, access, and connectivity issues for computers, applications, and mobile devices. Utilize and contribute to solution databases and product documentation to expedite issue resolution. Guide users through corrective steps to resolve current issues and provide best practices to prevent future technical friction. Identify and escalate complex technical problems while maintaining ownership of the user experience. Perform user profile setups, password resets, and software installations or upgrades as required. Consistently meet or exceed organizational service level standards for response time and quality of resolution. Assist on departmental projects and initiatives of limited complexity under the direction of senior staff. Maintain accurate records of repairs and support activities. Other duties as assigned

Requirements

1–3 years of related help desk or technical support experience
Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional and courteous manner
Excellent written and oral communication skills, including strong listening skills
Intermediate to advanced computer skills with emphasis on Internet knowledge
1-2 years experience troubleshooting hardware and/or software, either remotely or onsite
Must exhibit dependability, adaptability and flexibility
Ability to diagnose and troubleshoot issues
Creative thinking and reasoning ability
Must be able to proficiently operate Windows PC with MS Office and MS Outlook
Knowledge and use of a wide variety of hardware, software, and communication technologies

Nice To Haves

Associate degree preferred

Responsibilities

Respond to and resolve end-user requests via phone, email, and ticketing systems.
Troubleshoot performance, access, and connectivity issues for computers, applications, and mobile devices.
Utilize and contribute to solution databases and product documentation to expedite issue resolution.
Guide users through corrective steps to resolve current issues and provide best practices to prevent future technical friction.
Identify and escalate complex technical problems while maintaining ownership of the user experience.
Perform user profile setups, password resets, and software installations or upgrades as required.
Consistently meet or exceed organizational service level standards for response time and quality of resolution.
Assist on departmental projects and initiatives of limited complexity under the direction of senior staff.
Maintain accurate records of repairs and support activities.
Other duties as assigned