IT Support Technician

1 week ago


Milwaukee, Wisconsin, United States Tier4 Group Full time

About Tier4 Group: We are a leading organization in the technology sector, committed to providing exceptional onsite technical assistance. Our dedicated team of professionals is focused on preparing and distributing laptops and peripherals to new employees, whether they are working remotely or on-site, as well as managing device lifecycle refreshes. We take pride in delivering high-quality technical support in a dynamic and demanding environment.

Position Overview: We are looking for a Technical Assistance Specialist who is enthusiastic about troubleshooting technical challenges and enhancing the user experience. This role requires leveraging your expertise in PC and mobile device hardware, software configurations, operating systems, and local area networks to resolve technical issues and support our clients effectively.

Key Responsibilities:

  1. Technical Support:
  • Deliver comprehensive technical support across various channels (Home Office and Field) in a fast-paced setting while managing multiple tasks (e.g., handling concurrent chat sessions) and prioritizing as necessary.
  • Utilize your experience, established communication pathways, and knowledge management to execute processes and resolve issues while effectively communicating with clients about the technology landscape.
  1. Client Experience Enhancement:
  • Employ both functional and technical knowledge for problem analysis, utilizing software tools to develop solutions and test fixes to resolve issues on the first attempt whenever feasible.
  • Conduct initial consultations with clients to understand and address their requirements.
  1. Continuous Improvement:
  • Identify opportunities for process and service enhancements with a mindset geared towards ongoing learning and improvement.
  • Collaborate with seasoned team members to foster innovation and implement new ideas.
  1. Interpersonal Skills:
  • Build and maintain strong relationships with both internal and external teams.
  • Engage in temporary project or support assignments as required.
  1. Client Communication:
  • Exhibit excellent customer service skills, both internally and externally, with the ability to communicate effectively in both verbal and written forms at all organizational levels.
  • Propose suggestions for enhancing the client experience.

Required Qualifications:

  • Associate's or Bachelor's degree in Computer Science, Management Information Systems, or a related discipline, or substantial relevant work experience.
  • A minimum of 2 years of experience in a technical Help Desk role.
  • Advanced proficiency in troubleshooting computer and mobile device hardware and software, including familiarity with software support tools.
  • Strong verbal and written communication skills, with the ability to quickly establish rapport and create a distinctive client experience.
  • Excellent analytical skills and the capability to address problems effectively.
  • Attention to detail, including proficiency in clear and concise ticket documentation.
  • Flexibility to adapt to the evolving needs of the organization.

Technical Skills:

  • Asset Management/Desktop Support
  • Desktop Imaging Deployment
  • Equipment Setup

Preferred Qualifications:

  • Ability to collaborate effectively within a team.
  • Strong attention to detail.
  • Experience supporting Windows 11 and MAC OSX.
  • Capacity to perform under pressure when necessary.

If you are driven, detail-oriented, and passionate about technology support, we would like to hear from you. Become part of a team that is dedicated to driving process improvement and enhancing the client experience.


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