Tier I Technician, Help Desk

3 weeks ago

Wichita Falls, United States RelevantTec Full time

About RelevantTec:

We help our clients achieve their goals through the proper development and implementation of unique technology solutions. We are more than just IT support. Sure, our professional help desk staff is at your service 24/7/365 but gone are the days that IT support is strictly reactive. We employ professionals who each specialize in individual, advanced services like network architectural design, firewall management, server maintenance/management and network security, so we can prevent the majority of problems before they occur. This ultimately leads to less cost, less headaches and a happier you.


General Summary:

Seeking an entry level support professional to join our helpdesk staff. In this role, you will be interacting with customers on a day-to-day basis through phone calls, chats, emails, and a ticketing system. This role requires our helpdesk team to support a variety of software and hardware across different types of environments. You will be tasked with maintaining and monitoring the internal systems and customer systems we support through patching and updates, as well as proactive technical assistance. We are looking for driven and motivated individuals who enjoy new challenges and want to learn a wide variety of vendor systems. Join an innovative and growing company

“Work Onsite” *Yes


Major/Essential Functions or Key Responsibilities:


·      Install and configure software and computer systems.

·      Troubleshoot and resolve issues with software or hardware.

·      Walk colleagues or clients through steps to help them resolve technical problems.

·      Utilize the internal documentation and credentials system, and create new documents as needed.

·      Analyze records and logs to spot underlying trends and potential issues.

·      Support the implementation of new solutions or applications.

·      Establish accounts for new users and assist with password or login problems.

·      Test, evaluate, and make decisions about new technology for the business.

·      Participate in business-wide meetings to provide insight into technical requirements.

·      Rotating schedule with compensation for after-hours and weekend care.

·      Other duties as required.



Required Qualifications:

·      Proven experience as a Help Desk Technician or other customer service roles

·      Ability to diagnose and resolve basic computer/technical issues

·      Excellent communication skills

·      Ability to work successfully as part of a team

·      Must have ability to work effectively under minimal supervision

·      Ability to handle complex situations

·      Willingness to learn new technologies

·      Attention to detail

·      Decision Making


Preferred Qualifications:

·      Industry standard certifications or education: A+, Network+, Security+, Microsoft certifications, vendor-specific certifications

·      Familiarity with automation\scripting tools i.e.., PowerShell

·      Demonstrable technology understanding (home lab, projects)

·      Call Center Experience: 1 year (Preferred)

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