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Technical Support Specialist

2 weeks ago


Baltimore, Maryland, United States Solvere OneHouseCall Full time
About Us
Solvere One/HouseCall is a top-tier Managed Service Provider (MSP) brand that excels in network security and proactive management solutions. As a chosen IT services and consulting provider, we focus on corporate partnerships to proactively manage technology vital for business security, productivity, and growth while reducing the cost of IT ownership. Our executive-level support is white-glove, ensuring seamless experiences for our clients.

Job Overview
We are seeking a highly motivated Help Desk Technician Tier 1 to provide exceptional help desk support to our clients. This role involves fielding incidents via phone and email from client end-users and resolving all tier 1 issues. The successful candidate will be responsible for passing all other requests on to Tier 2 technicians, interacting with clients daily, and operating in a fast-paced environment.

Key Responsibilities
• Identifies, diagnoses, and resolves Tier 1 incidents for users of personal computer software and hardware, local networks, the Internet, and new computer technology in a call center environment; communicates solutions to end-users.
• Provides one-on-one end-user problem resolution over the phone for company-approved Personal Computer (PC) software.
• Delivers, tags, sets up, and assists in configuring end-user PC desktop hardware, software, and peripherals.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and third-party application problems.
• Coordinates timely repair of PC equipment covered by third-party vendor maintenance agreements.
• Performs minor desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements.
• Enters and tracks all time and keeps all documentation up to date in PSA Platform in real-time.
• Identifies, documents, and escalates all Tier 2 and Tier 3 incidents in a timely manner.

Required Technical Experience
• Microsoft Windows Desktop OS installation and support
• Microsoft Office 365 installation and support

Benefits
We offer a comprehensive benefits package including 401K, PPO healthcare, dental, vision, paid vacation, and more.