Help Desk Technician - Tier 1

Primary Responsibilities:

• Provide first-level technical support to clients via phone, email, or ticketing system
• Identify, troubleshoot, and resolve technical issues related to hardware, software, and network systems, including but not limited to Mac and PC operating systems, network connectivity, printers, and mobile devices
• Utilize our ticketing system, remote support software, MDM software, and other agent software to provide efficient and effective technical support to clients
• Document and escalate complex issues to Tier 2 support as needed
• Create and maintain detailed documentation of troubleshooting steps and issue resolution for future reference
• Provide timely and accurate updates to clients on the status of their service requests
• Communicate with other members of the IT team to ensure prompt resolution of customer issues
• Participate in training and development opportunities to improve technical knowledge and skills
• Provide technical support to clients via remote connection tools and phone calls
• Troubleshoot and resolve issues related to hardware, software, and network systems, including but not limited to Mac and PC operating systems, network connectivity, printers, and mobile devices
• Document and track all service requests in a timely and accurate manner using our ticketing system
• Utilize remote support software and MDM software to troubleshoot and resolve issues
• Communicate technical information to clients in a clear and concise manner
• Meet or exceed established KPIs, including customer satisfaction (CSAT) scores, and time to first contact on a ticket (with a focus on responding as promptly as possible to ensure high customer satisfaction and timely resolution)
• Follow up all communications and actions with emails to confirm what has been done and ensure that the client's time is not wasted.
• Escalate issues to Tier 2 support as needed and continue to learn new skills to reduce escalations and advance within the company.
• Ability to handle a high volume of calls and tickets with a focus on quick resolution times
• Strong focus on customer service and satisfaction
• General knowledge of computer hardware, software, and operating systems for both Mac and PC platforms, including Google Workspace, Microsoft 365, Active Directory, and other related software and systems.
• Ability to follow specific procedures and protocols for technical support and issue resolution
• Strong communication and documentation skills to ensure efficient and effective technical support

Additional Requirements:

• Willingness to learn and develop technical skills to advance within the company
• Experience with remote support tools and techniques for efficient issue resolution
• Participate in an on-call rotation to provide after-hours support to clients as needed.
• Work an 8-hour shift between the hours of 8am-5pm, with occasional flexibility required to accommodate client needs.
• Other duties as assigned.

Skills and Qualifications:

• High school diploma or equivalent required; Associate's degree or technical certifications preferred
• 2-3 years of experience in a help desk or technical support role
• Knowledge of computer hardware, software, and operating systems for both Mac and PC platforms, Knowledge of Google Workspace and or Microsoft 365
• Experience with remote support tools and techniques
• Basic networking troubleshooting experience
• Knowledge of mobile device management software
• Familiarity with ticketing systems and related processes
• Excellent problem-solving and analytical skills
• Strong customer service and communication skills

Technology Lab is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.