Technical Support Associate

2 weeks ago


Colorado Springs, Colorado, United States Base2 Solutions Full time

Customer Support Specialist - Level 1

Base2 Solutions is dedicated to delivering exceptional customer service globally through our comprehensive security operations center. This includes Self-Help Knowledge Portals, remote Service Desk assistance, and in-field customer engagement. As a member of our team, you will serve as the initial point of contact for IT-related issues, enhancing user satisfaction, minimizing resolution times, and streamlining remote and in-field support across the organization.

Position Overview

Your primary responsibilities will include addressing technical inquiries and resolving issues via telephone or self-service tickets for both internal and external customers concerning computer hardware, software, network, system/application access, and telecommunications.

Key Responsibilities

  1. Diagnose, identify, isolate, and analyze issues using historical database records.
  2. Route calls to specialized product line experts or system support specialists as necessary.
  3. Maintain and update records and tracking databases diligently.
  4. Notify management of recurring issues and trends.
  5. Provide first contact and incident resolution for hardware, software, and application challenges, which includes both phone support and electronically submitted requests.
  6. Deliver courteous and customer-focused service to resolve problems effectively.
  7. Aim to resolve as many incidents as possible during the first contact or at Tier 1, efficiently escalating to Tier II or Tier III when needed.
  8. Document incident statuses and solutions in the incident database tools.
  9. Possess current knowledge of computers, printers, laptops, and common Windows applications.
  10. Assist with various Tier II issues via telephone support.
  11. Provide answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help initiative.

Standard Characteristics

Deliver first contact and incident resolution for customers facing hardware, software, and application issues. This includes support via telephone, Live Chat, service portals, account creation, and email requests.

Flexibility Requirement

This position requires availability for 24/7 shift work, including weekends and holidays. Shifts include:

  • Day Shift: 6 AM - 2 PM
  • Swing Shift: 2 PM - 10 PM
  • Mid Shift: 10 PM - 6 AM

Training and Certifications

Required certifications include 8570 IAT Level II and one of the following:

  • A+ CE (CompTIA)
  • HDI-CSR (Customer Service Representative)
  • HDI-SCD (HDI Support Center Director)
  • HDI-SCA (HDI Support Center Analyst)
  • ITIL Foundation
  • Microsoft Office 365

Education and Experience

High School Diploma/GED with 1 year of relevant experience, or an Associate's Degree with no prior experience, or a Bachelor's or Master's Degree with no prior experience required.



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