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Tier 1 Call Center Technician

4 months ago

Cedar Park, United States Integris Full time
Job DescriptionJob Description

Are you ready to make an impact? Join Integris, where integrity meets innovation Be part of a team that’s redefining IT services by leading with “People First”.

Integris is a leading IT solutions provider, offering high-touch services that clients love. Our team of highly experienced local professionals delivers best-in-class solutions, including dedicated vCIOs, specialized security and compliance advisory services, and a 24/7 help desk. As we rapidly expand across the country, both organically and through partnerships with like-minded managed IT service providers (MSPs), we remain committed to identifying the best talent available to play a crucial role in transforming IT services for our clients.

Job Summary

The IT Support Technician job functions are focused on end user level issues, including computer, printer, and application issues inside and outside the Integris Financial Institution Division office. This role is the first line of technical support for our Financial Intuition Division customers.

Job Responsibilities

  • Install and troubleshoot workstation operating systems, printers, and all components.
  • Keep respective manager updated on all service calls, completed and uncompleted.
  • Provide clients with phone technical support and onsite help when necessary.
  • Maintain effective communication between Tier 1 Service Managers, account teams, and clients through the ticketing system by updating tickets in real time regarding time, status, and next steps (Real-time ticketing).
  • Consistently meet hours billed requirements listed in the clear goal of the territory gap assessment.
  • Keep the ticket list clean and within specified quantity listed in respective department’s strategy.
  • Meet or exceed service goals set for respective department including SLO responses/resolutions, CSAT responses, and ticket closures.
  • Proactively work Tier 1 board tickets.
  • Assist with developing a plan during an incident/emergency as needed.
  • Escalate issues to the appropriate ticket board as needed.

Job Qualifications

  • CompTIA A+ Certification required.
  • CompTIA Security+ Certification preferred.
  • A minimum of 1 year of service-related experience preferred
  • Basic understanding of Windows and macOS operating systems.
  • Ability to troubleshoot hardware and software issues.
  • Excellent communication skills (verbal and written).
  • Strong problem-solving abilities.
  • Customer-focused attitude.
  • Willingness to learn and adapt to new technologies and processes.
  • Collaborate effectively with colleagues and contribute to a positive work environment.

At Integris, we value our team members and offer comprehensive benefits, including:

  • Medical, Dental, and Vision Insurance
  • 401K Retirement Plan
  • Minimum 4 Weeks of Paid Time Off (PTO)
  • Birthday PTO
  • Paid Holidays
  • Paid Time Off for Volunteering
  • Short-Term and Long-Term Disability Insurance
  • Life Insurance
  • Supplemental Insurance
  • Employee Assistance Program

Join us in shaping the future of IT services while making a positive impact on our clients and communities.

Integris is an equal opportunity employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, familial status, disability, genetic information, or any other protected class under applicable federal, state, and local laws.