Level 1 Dedicated Support Technician

Full Time
MO
Posted 3 months ago

Job Title: Level 1 Dedicated Support Technician

 

SUMMARY

The Level 1 Dedicated Support Technician position provides first level computer system, network connectivity, and telephony support for ENT Solutions customers with the goal to resolve requests on the first contact. This position will be permanently stationed at one of our K-12 education service customers’ locations in the St. Louis City area. This is a 12-month, full time position.

 

Duties and Responsibilities

  • Serve as the first point of contact for end-users seeking technical assistance over the phone, via email, or in person
  • Conduct first level troubleshooting and issue determination, if possible, using documented procedures and available resources and tools
  • Utilize ENT’s ticketing and issue tracking system to initiate, respond to, update, and document end-user support requests to issue completion
  • Ensure timely escalation utilizing proper procedures if request cannot be resolved expediently at the assigned support level
  • Follow-up and update end user status and related issue tracking information
  • Update ENT’s centralized documentation repository and create or contribute to knowledgebase entries based on common user issues on a regular basis
  • Identify and suggest possible improvements on procedures based on user feedback and jobsite experience
  • Other duties as assigned

 

Requirements

  • Possess strong customer service and interpersonal communication skills when working with end users and coworkers via phone, email, and in-person communication
  • Possess strong logical-thinking and troubleshooting skills and issue resolution tactics with minimal direct supervision
  • Ability to take initiative and independently solve problems
  • Ability to organize work in an efficient manner, prioritize requests, and respond as appropriate based on a first-in, first-out approach
  • Work well in a fast-paced environment with constant change
  • Accurate typing and data entry skills
  • Ability to lift items up to 40lbs
  • Ability to work as scheduled to meet the requirements of the customer and end-users, between the hours of 7:00 AM and 4:00 PM, with occasional after-hours commitments as directed

 

Education, Experience, and Technical Knowledge:

  • Associate’s Degree, pertinent technical certifications, 2 years of experience providing helpdesk user-level support in a corporate or education environment, or equivalent combination of the three
  • In-depth knowledge of Microsoft Windows Operating Systems: Windows 7, 8.1, and 10
  • Experience with Windows Server a plus
  • Proficient in common computer applications, including the Microsoft Office Suite
  • Understanding of basic networking concepts and troubleshooting
  • Experience working with a ticketing system or ticket-based workflow a plus
  • Microsoft Certification a plus

 

Company Benefits and Perks:

  • 50% Health Insurance
  • 50% Dental Insurance
  • 50% Vision Insurance
  • Life Insurance
  • Certification reimbursement for company-directed learning or educational instruction
  • Paid time off disbursed annually
  • 401k account with company contribution
  • Flex time when after-hours work is necessary
  • Cell phone reimbursement

 

Send Resumes to:

 

Essential Network Technologies HR Department, 924 Hemsath Rd St. Charles, MO 63303

Email: careers@essentialnetworktech.com

 

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this position at any time.

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