Tier 1 Support Specialist

Lake Mary, FL
Part Time
Management Information Systems
Experienced

Scope: 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. This is an onsite Part-Time position. The hours for this position are either, Monday - Friday 8:00 AM - 12:00 PM or
Monday 8:00 AM - 4:30 PM, Wednesday 8:00 AM - 12:00 PM, Friday 8:00 AM - 4:30 PM

Education:  

  • High School Diploma or equivalent. 

  • Certificate in Computer or IT related area of study or equivalent preferred. 

Experience:  

  • One to two years industry experience, support center or helpdesk supporting Windows workstations, printers, software, and common networking technologies preferred. 

Requirements/Skills: 

  • 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)  

  Duties and 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. 

    The pay range for this position is $20.00 - $21.00 hourly.

Work Environment / Physical Demands:  This position is in a typical office / home office environment which requires prolonged sitting in front of a computer.  Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.   

We are an Equal Opportunity Employer including disability/veterans.
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