Help Desk Tier I Support Technician Job at Computer World Services
Job Description
All Help Desk Support Technicians support and assist customers with issues involving End User Device (EUD) hardware, software, and applications. Tier I Technicians provide a basic level of customer support. The Tier I Technician is a generalist with a broad understanding of EUD and may not understand the inner workings. In these cases, they identify a customer’s needs and provide tips on how to manage a problem or request permission to remote into the customer’s computer to troubleshoot further. Typically, solutions are located in a Frequently Asked Questions (FAQ) or a knowledge base. Tier I Technicians use a knowledge base in most customer calls. When Tier I Technicians are not able to resolve the issue, they classify the problem and pass it on to the appropriate Tier II personnel. At this point, the Tier I Technicians issues a tracking ticket to the customer.
Key Tasks and Responsibilities
- Responding to customers
- Determining the cause of computing issues
- Resolving technical issues
- Serves as the first point of contact for customers seeking technical assistance by phone, in person, or remotely
- Performs troubleshooting through diagnostic techniques to determine the resolution
- Walks customers through the problem-solving process and directs unresolved issues to the appropriate queue or next tier level of support personnel
- Prioritizes/escalates issues which require elevated attention
- Records all workload in approved ticketing system(s)
- Follows up with customers to ensure complete resolution of issues
Job Requirements:
Education & Experience
- High School completion is required
- Ideal candidates have working knowledge of and experience with EUD hardware, Remedy Help Desk Software System, Directory and Resource Administrator (DRA), network infrastructure, Windows Operating Systems, Microsoft (MS) Office, and the Air Force Standard Desktop Configuration (SDC).
Certifications
- IAT level – II (CCNA Security, CSA+, GICSP, GSEC, Security+ CE, SSCP)
Security Clearance
- DoD Secret Clearance is required, though some positions can allow candidates to start work with an interim SECRET clearance.
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at
314.952.5138 or URL blocked - click to apply.Job Snapshot
Employee Type
Full-TimeLocation
Oklahoma City, OKJob Type
Information Technology, Other, Professional ServicesExperience
Not SpecifiedDate Posted
03/22/2023Job ID
3723/2638/16591Please Note :
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