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Helpdesk Specialist Tier 1

Performance Connectivity, Inc. is an industry leader in IT managed service solutions for small and mid-sized businesses. We are a dynamic company that has been growing at an impressive rate while pushing the industry to new standards of service. Our success has created opportunities for driven individuals motivated to help clients get the most out of their business technology.

Basic Job Duties

• Provide remote assistance to client end-users.
• Diagnose and resolve desktop support issues with company-supported systems, applications and networks.
• Triage, troubleshoot and escalate problems according to internal procedures.
• Assist with projects and installations in the client environment.

Job Brief

Tier 1 Support plays a crucial role as the first responder in our service delivery process. Clients contact our helpdesk and describe the technical issue they’re experiencing to our Tier 1 support staff member. This individual must listen to the client’s explanation, accurately identify and document the problem, then resolve or escalate the issue as needed.

This position necessitates clear verbal and written communication, as well as an ability to accurately document information and remain organized while multitasking in a fast-paced environment.

Work Experience Required

• A minimum of 3 years related technical experience in an IT support environment.
• Advanced knowledge of PC/laptop software (Windows OS including Windows 7, 8, 8.1 and 10) including proper installation, configuration and troubleshooting.
• Knowledge of MS Office 2010, 2013 and 2016. Understands how to install, configure and troubleshoot Outlook profiles.
• Able to perform security functions such as password changes, virus removal, etc.
• Writes intelligibly when corresponding with clients and maintains clear technical logs and documentation.
• Exhibits clear verbal and written communication, a keen attention to detail and excellent organizational skills.
• Comfortable multitasking and can handle multiple demands within a fast-paced environment.
• Security and vendor certifications are a plus.

Benefits

• Competitive salary and benefits package
• Growth potential to upper-tier support and consulting positions
• Working with a team of extremely talented and dedicated professionals
• A collaborative and friendly, team-oriented culture
• A management team with vision and a passion for growth

Technical Support Staff

Performance Connectivity, Inc. is an industry leader in IT managed service solutions for small and mid-sized businesses. We are a dynamic company that has been growing at an impressive rate while pushing the industry to new standards of service. Our success has created opportunities for driven individuals motivated to help clients get the most out of their business technology.

Basic Job Duties

• Candidates must exhibit excellent organizational skills, clear communication, documentation and a keen attention to detail.
• Analyze, test, troubleshoot and support desktop and network systems.
• Interface effectively with customers to foster a cooperative, team-based approach to timely problem resolution – local or remote.
• Effectively communicate to all levels to technical and non-technical customers and staff members.
• Be flexible, have high energy, with the ability to handle multiple demands in a fast pace environment.
• Identify opportunities and implement solutions to streamline workflow.

Work Experience Required

• A minimum of 3 years related technical experience in Desktop/Server OS, Office Applications and support.
• Knowledge of Office 365 a plus.
• Any Microsoft certification is a plus.

Additional Details

Job requires local travel to customer sites as well as occasional night and weekend service.

• Must have own car (expenses are paid).
• Compensation based on experience and technical skills.

Benefits Package

• We work with only the most leading-edge technologies.
• Competitive salary and benefits package.
• Working with a team of extremely talented and dedicated professionals.
• A collaborative and friendly, team-oriented culture.
• A management team with vision and a passion for growth.