Tier 1 Tech Support - EMPOWER

Job Summary:

The Tier 1 Tech Support Technician will be the first point of contact for technical support inquiries, providing essential Tier 1 support to customers. This position involves troubleshooting, resolving technical problems, and ensuring customer satisfaction with the support experience. The technician will handle a variety of technical issues, focusing on peripheral hardware and network functionality, while working within a ticketing system to ensure efficient resolution. The technician must be friendly, outgoing, and solution-oriented.

Essential Functions:

• Provide technical support to customers in a professional, courteous manner.
• Answer inbound technical support calls and make outbound follow-up calls as required.
• Troubleshoot and resolve peripheral and network-related problems.
• Diagnose and resolve hardware and software issues across Windows and Android operating systems.
• Install, configure, and maintain desktops, laptops, peripherals, and related IT equipment.
• Assist with software installations, updates, and troubleshooting across various applications.
• Manage user accounts and permissions in different systems and applications.
• Document all support requests, troubleshooting steps, and resolutions in the IT Service management system.
• Manage the ticketing queue to ensure all support requests are addressed in a timely and thorough manner.
• Work within the agreed upon Service Level Agreements (SLAs) for First Response and Resolution.
• Perform routine technical operations, such as event/alert monitoring and knowledge base development, as agreed upon with leadership.
• Collaborate with IT teams to escalate unresolved or complex issues and contribute to solution implementation.
• Conduct user training sessions on software applications, IT best practices, and system usage.
• Maintain accurate records of IT equipment inventory and ensure proper asset management.
• Provide support for IT infrastructure queries related to Office applications and other commonly used software tools.

Additional Responsibilities:

• Performs other duties as assigned or requested
• Stay current with industry trends, emerging technologies, and IT best practices.
• Participate in ongoing training and development to enhance technical skills.
• Work on various ongoing and short-term projects as outlined by management.
• Adhere to company policies, procedures, and business ethics codes.

Knowledge / Skills / Abilities:

• Excellent verbal and written communication skills, proficient in English.
• Ability to diagnose and resolve both hardware and network-related issues.
• Time management skills with the ability to prioritize multiple tasks.
• Strong problem-solving abilities and the desire to see issues through to completion.
• Basic knowledge of company products, services, and policies.
• Bilingual (Spanish/English) a plus but not required.

Minimum Position Qualifications:

• Education: High School Diploma or equivalent.
• Experience: 1+ years of experience in a technical support role and/or contact center environment preferred.
• Basic understanding of IT support principles and practices, especially ITSM and ITIL.
• Familiarity with Windows and Android operating systems.
• License / Certification: Microsoft O365 and Windows Certifications, ITIL, CompTIA A+, Network+, or similar certifications are preferred but not required.

Environmental Conditions: Works in an office setting. Moderate noise level.

Physical Requirements: Sitting is required. Requires ability to always handle stressful situations in a calm and courteous manner. Must be able to carry and move computer equipment, including, but not limited to laptops, monitors, docking stations, network switches, UPS’s.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities.