Help Desk Technician I

We are looking for a Tier 1 Technician to join our growing team! The Tier 1 Technician is primarily responsible for handling technical support requests directly from customers and escalating to Tier 2 members as needed. Our technicians are responsible for maintaining user uptime and improving their computing experiences through problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service. 

There are several shifts available, ONLY apply if you are open to supporting. a 24/7 Service Desk operation.  
 

This is a remote position with occasional client visits in San Antonio, TX, as needed.

Primary Position Tasks: 

• Accept customer calls/alerts and escalate to Tier 2 team members as needed within specified timeframes. 
• Act as the point of contact for customer incidents reported via multiple channels including phone, chat, email, and web portal ensuring all processes and agreed upon standards are followed. 
• Follow troubleshooting using Standards Operating Procedures (SOPs) and Knowledge Base Articles (KBAs). 
• Notify and escalate potential areas for improvement in SOPs to Tier 2 or leadership. 
• Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement). 
• Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates. 
• Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues. 
• Work independently with a focused direction while adding value and contributing to overall team performance. 
• Other business duties as assigned. 

Minimum Education/Certification/Experience Requirements: 

• Minimum 1-3 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy 
• IT hardware/software knowledge with previous experience using Windows, MacOS, as well as mobile devices (iOS, Android)  
• Previous Experience in a fast-paced consulting or MSP (Managed Service Provider) environment as plus 
   

Preferred Education/Certification/Experience: 

• Bachelor’s degree desired, Information Technology, Engineering or other technical degree or equivalent experience 
• Desired certifications: CompTIA A+, Network+, OR Microsoft MCSE certifications, MS Azure Administrator 
• MS-900: Microsoft 365 Fundamentals   
• MS-102: Microsoft 365 Administrator 
• Previous Experience in a fast-paced consulting or MSP environment a plus  
   

Knowledge, Skills, and Abilities: 

• Excellent customer service, phone skills, and written communication skills. 
• Demonstrated ability to understand and prioritize customer needs. 
• Proficiency in delivering exceptional customer service in a high-paced, SLA-driven setting. 
• Utilize excellent customer service skills to exceed customers' expectations.   
• Proficient communication abilities and the capacity to effectively convey technical information to non-technical customers.  
• Strong ability to collaborate with team members and departments to share knowledge, address complex technical issues, and contribute to continuous improvement initiatives.   
• Ability to be a self-starter and possess good time management skills. 
• Ability to utilize SOPs and KBAs. 
• Basic knowledge of backup solutions. 
• Basic knowledge of remote management tools (Ex: TeamViewer, ScreenConnect, RDP). 
• Basic knowledge of troubleshooting Remote Desktop Services and VPN. 
• Basic knowledge of virtualization.