help desk tier 1

1 month ago

College Station, Texas, United States Spherion Full time
Spherion Staffing is seeking a motivated and customer-focused Help Desk Tier I professional for our reputable client. The ideal candidate will be the first point of contact for technical support, providing excellent service to end-users by resolving basic IT issues and escalating more complex problems to higher-tier support.

*Must be able to work outside of standard business hours to provide support to customers in other time zones*

Responsibilities:
Provide first-level technical support to end-users via phone, email, or in-person, ensuring timely resolution of issues.
Troubleshoot and resolve basic hardware and software problems related to desktops, laptops, printers, and other peripherals.
Assist users with password resets, account unlocks, and access to applications.
Log all incidents and service requests into the ticketing system, ensuring accurate documentation of issues and solutions.
Escalate unresolved issues to Tier II or III support as necessary, providing detailed information and steps taken.
Maintain knowledge of company systems, software, and network infrastructure to provide accurate support.
Educate users on best practices for IT security, software usage, and basic troubleshooting.
Monitor system alerts and follow standard operating procedures for issue resolution.
Assist in the setup and configuration of new user accounts and equipment.
Participate in training sessions to enhance technical skills and knowledge of new technologies.

Working hours: 9:00 AM - 6:00 PM (Various Shifts Available)

Skills:
Certification in CompTIA A+ or similar is advantageous but not required.

Education:
High School

Experience:
1-4 years

Qualifications:
High school diploma or equivalent required; Associate's degree in Information Technology or a related field preferred.
Previous experience in a customer service or help desk role is preferred.
Basic understanding of computer systems, networks, and common software applications.
Strong problem-solving skills with a focus on customer satisfaction.
Excellent verbal and written communication skills.
Ability to work effectively in a team environment and manage time efficiently.
Familiarity with ticketing systems and remote desktop tools is a plus.
Providng support for software and internet tech by phone and call center experience required.

Apply today

Spherion has helped thousands of people just like you find work happiness Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Spherion, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Spherion offers a comprehensive benefits package, including health, and an incentive and recognition program (all benefits are based on eligibility).

key responsibilities

Provide first-level technical support to end-users via phone, email, or in-person, ensuring timely resolution of issues.Troubleshoot and resolve basic hardware and software problems related to desktops, laptops, printers, and other peripherals.Assist users with password resets, account unlocks, and access to applications.Log all incidents and service requests into the ticketing system, ensuring accurate documentation of issues and solutions.Escalate unresolved issues to Tier II or III support as necessary, providing detailed information and steps taken.Maintain knowledge of company systems, software, and network infrastructure to provide accurate support.Educate users on best practices for IT security, software usage, and basic troubleshooting.Monitor system alerts and follow standard operating procedures for issue resolution.Assist in the setup and configuration of new user accounts and equipment.Participate in training sessions to enhance technical skills and knowledge of new technologies.

experience

1-4 years

skills

Certification in CompTIA A+ or similar is advantageous but not required.

qualifications

High school diploma or equivalent required; Associate's degree in Information Technology or a related field preferred.Previous experience in a customer service or help desk role is preferred.Basic understanding of computer systems, networks, and common software applications.Strong problem-solving skills with a focus on customer satisfaction.Excellent verbal and written communication skills.Ability to work effectively in a team environment and manage time efficiently.Familiarity with ticketing systems and remote desktop tools is a plus.Providng support for software and internet tech by phone and call center experience required.

education

High School

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