Tier 1 Service Desk Technician

Position Summary:

We are seeking a dedicated and customer-focused Tier 1 Service Desk Technician to join our team. This role involves providing first-line technical support by handling inbound calls, resolving issues promptly, and ensuring client satisfaction. The ideal candidate has a strong phone presence, excellent communication skills, and a proactive approach to troubleshooting and de-escalating concerns.

Job Details:

Work from Home

• Mon - Fri 9 AM to 6 PM EST; or

• Sat - Wed 12 PM to 9 PM EST

*Following US Holidays

Responsibilities:

• Inbound Call Handling: Serve as the first point of contact for clients, prioritizing inbound calls and addressing issues promptly.
• Troubleshooting: Diagnose and resolve technical issues within a 30-minute window before escalating to Tier 2 support.
• Microsoft 365 Administration: Manage accounts and licensing efficiently.
• Ticketing System Management: Utilize the ConnectWise ticketing system or a similar platform to log, monitor, and resolve support requests.
• Client Concern De-escalation: Handle client concerns with professionalism and empathy to maintain satisfaction and trust.

Qualifications:

• Minimum of 3–5 years in a service desk or technical support role (more experience is highly preferred).
• A+ or Network+ certifications are advantageous.
• Microsoft certifications are a plus.
• A degree is not required; relevant experience and skills are prioritized.
• Strong communication and phone presence, with the ability to provide excellent customer service.
• Proficiency in troubleshooting technical issues.