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Tier 1 Deskside Support

4 months ago

Alpharetta, United States IntegraONE Full time
Job DescriptionJob Description

Position Overview: We are seeking a highly skilled and knowledgeable engineer to join our team. The ideal candidate will have a strong understanding of Microsoft technologies and products, with the ability to apply this knowledge to solve technical challenges. This position requires an individual who is customer-service oriented and can effectively troubleshoot problems and provide timely solutions. Candidates must be comfortable working on-site Monday through Friday.

Key Responsibilities:

  • Serve as the first point of contact for end users seeking technical assistance over the phone or in person.
  • Perform troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by the end user.
  • Walk the customer through the problem-solving process, providing clear instructions.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions from customers to the appropriate internal team.
  • Conduct regular system maintenance and updates to ensure optimal performance.
  • Offer technical guidance and support to end users and staff.
  • Develop and maintain documentation for system configurations, processes, and procedures.
  • Participate in knowledge sharing and training sessions to enhance team capabilities.
  • Work closely with IntegraONE Tier 2 & Tier 3 support teams to address complex issues and implement solutions.

Qualifications:

  • Proven experience as a help desk technician or other customer support role.
  • Tech-savvy with working knowledge of office automation products, databases, and remote control.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Excellent communication skills.
  • Database knowledge.
  • Customer-oriented and cool-tempered.
  • BSc/BA in IT, Computer Science or relevant field is a plus.

Work Environment: This position requires the candidate to be available for on-site work during standard business hours, with the flexibility to address urgent issues as needed.

Company DescriptionAbout IntegraONE
IntegraONE is looking for a talented team member who has a passion for technology and digital transformation. At IntegraONE, we believe companies and educational institutions that put technology at the center of their business win. This philosophy drives our passion for building better solutions from edge-to-cloud, that empower organizations to be secure, collaborative, and data-driven. As a premier technology solutions provider, IntegraONE has some of the highest credentialed engineers in the country, and a fantastic community built on trust, respect, and support. We know the work we do helps organizations of all sizes and industries to burst through barriers and deliver an exceptional customer experience. IntegraONE has offices in Allentown, Philadelphia, Harrisburg, Wilkes-Barre, and Pittsburgh

Equal Opportunity Employer
IntegraONE is an equal-opportunity employer. All employment-related decisions and practices are free from unlawful discrimination. IntegraONE makes hiring decisions based solely on qualifications, merit, and business needs at the time, and prohibits discrimination against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, age, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, promotion, termination, compensation, benefits, training, etc.Company DescriptionAbout IntegraONE\r
IntegraONE is looking for a talented team member who has a passion for technology and digital transformation. At IntegraONE, we believe companies and educational institutions that put technology at the center of their business win. This philosophy drives our passion for building better solutions from edge-to-cloud, that empower organizations to be secure, collaborative, and data-driven. As a premier technology solutions provider, IntegraONE has some of the highest credentialed engineers in the country, and a fantastic community built on trust, respect, and support. We know the work we do helps organizations of all sizes and industries to burst through barriers and deliver an exceptional customer experience. IntegraONE has offices in Allentown, Philadelphia, Harrisburg, Wilkes-Barre, and Pittsburgh\r
\r
Equal Opportunity Employer\r
IntegraONE is an equal-opportunity employer. All employment-related decisions and practices are free from unlawful discrimination. IntegraONE makes hiring decisions based solely on qualifications, merit, and business needs at the time, and prohibits discrimination against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, age, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, promotion, termination, compensation, benefits, training, etc.