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    Support Tier 1 - Arizona, United States - TalentBridge

    TalentBridge
    TalentBridge Arizona, United States

    Found in: Appcast US C2 - 6 days ago

    talentbridge background
    Description

    Position Type: Full-time/Part-time/Contract

    Position Summary: As a Support Tier 1, you will play a crucial role in providing first-level end-user support and incident diagnosis for applications, endpoints, and infrastructure. You will serve as the primary point of contact between end-users and our IT resources, ensuring prompt resolution of issues and maintaining high levels of customer satisfaction. This role involves documenting interactions and resolutions accurately, managing ticket routing, and collaborating with other IT team members to resolve incidents efficiently.

    Key Responsibilities:

    • Respond to incoming interactions initiated via phone, providing timely and effective support to end-users.
    • Fulfill incoming service requests and troubleshoot incidents related to endpoint hardware, enterprise applications, and software products.
    • Utilize IT Service Management tools to document all interactions and resolutions accurately.
    • Escalate incidents as necessary and monitor resolution progress until the caller's satisfaction is achieved.
    • Keep the IT Service Desk team and management informed of any new support issues promptly.
    • Research support issues using available resources and collaborate with team members to find resolutions.
    • Continuously improve call handling, documentation quality, and overall end-user experience.

    Minimum Qualifications:

    • High School Diploma or G.E.D.
    • Experience supporting and troubleshooting modern IT endpoint hardware technologies and software products.
    • Ability to communicate technical information effectively to non-technical users.
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