Tier I Support Desk Technician

TriQuest Technologies•Fort Worth, TX

3d•$50,000•Onsite

About The Position

As primary triage tech, the Tier I Technician is the first voice end-users hear when they call the Support Desk. This initial interaction sets the stage for the user’s experience, so it is imperative team members demonstrate great customer service skills. When users call the Support Desk, they’re often frustrated—a calm and friendly approach makes all the difference. Service Delivery technicians who listen empathetically, offer timely, solution-driven exceptional support significantly improve end users experience and their willingness to place future trust in the TriQuest Support Desk. Customers love a quick response from knowledgeable, friendly technicians that listen to the issue and find the root cause. Users quickly learn that once a TriQuest technician understands their issue, it is as good as done. Tier I role primary responsibility is initial ticket triage and response for support desk tickets. This is an entry-level position so candidate will learn triaging support desk calls, using a support desk ticketing system, troubleshooting, desktop deployments, VOIP, network management, and documentation. The Tier I role requires a great communicator who can easily and instantly switch from speaking with a Microsoft expert to an Outlook novice, communicating with a variety of personalities while maintaining a calm and personable demeanor.

Requirements

Bachelor’s degree (4-year degree is mandatory, sorry no exceptions)
College major, experience, or demonstrable interest
CompTIA A+ Core Series Certification (required within 90 days of employment)
Commitment to 4 hours professional and technical learning weekly
Professional demeanor and customer service experience.
Exhibit extreme attention to detail and excellent communication and interpersonal skills.
Demonstrate the ability to work both independently and as part of a team.
Possess a desire to find the root cause of a technology issue.
Be adept at documenting processes and improving upon basic guidance.
Have a keen ability to use computers and learn new applications quickly.
Communicate effectively with non-technical users.
Understand the needs of the business and prioritize multiple requirements.
Plan their week in advance but also handle spur-of-the-moment assignments.
Team members must present themselves in a professional manner and dress, including basic grooming, no piercings, gauges, excessive jewelry, embellishments, or visible tattoos (in short-sleeved company shirt). Hair, including facial hair, must be in conservative style and cut, with natural hair colors.
Applicant must be able to adapt to in-office and onsite working locations with a variety of customers and variety of user personalities.
All team members must comply with standards of professional conduct and with a professional demeanor befitting the TriQuest Technologies brand and culture.
Candidate must be a team player, have a positive and helpful attitude, maintain calm demeanor, talk to vendors and customers over the phone and in-person, communicate clearly, and be able to assist users with technical issues by talking to them in non-technical terms.
Candidate must have the ability to sit for up to 8 hours in a day and full mobility of body to walk, stand, climb ladder, crawl under desks and in tight spaces.
Must be physically capable of lifting and carrying 50 pounds, use arms to reach and push/pull, use hands to write, pinch small cables, and type—40 wpm minimum.
Applicant must be able to communicate verbally clearly and professionally in English with a variety of end-users over the phone and in-person.
Chosen candidate must pass our mandatory background check including—but not limited to—employment verification, academic records, business and personal reference checks, personal credit check, criminal background check, driving record check, physical examination, drug screen, and any other relevant background information.
Candidate must be able to drive themselves to company office and onsite to customer locations within Dallas-Fort Worth metroplex.
Candidate must be available and ready to work 8 a.m. to 5 p.m., Monday through Friday, and available for occasional work after hours and on the weekend.
All team members commit 42 hours per week with 4 hours dedicated to continuing education (2 during work and 2 after hours).