Tier 1 Help Desk Technician - OPEN RECRUITING

Milwaukie - OR, USA

10 Sep 2022

Milwaukie - OR, USA

1

Bytagig is seeking a Tier 1 Helpdesk Technician to join their growing team!  We do not have an immediate need at this time but are openly recruiting talent for this role.

The Tier I Helpdesk Technician handles the first level tech support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.

  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery
  • Manages and monitors problem tickets, analyze incidents and determine support required.
  • Applies diagnostic techniques to identify problem, investigate cause and recommend solution.
  • Documents IT requests in tracking system, record actions and follow up on deferred action.
  • Keeps customers informed of progress and status of calls/tickets throughout resolution.
  • Collaborates with customers and co-workers to diagnose and resolve problems.
  • Troubleshoots, analyzes, resolves, tracks, escalates and documents technical problems.
  • Resolves incidents on first contact when possible using the supported remote desktop control application as appropriate.
  • The ability to speak both Geek and human
  • Troubleshoots systems and errors, as issue is identified is responsible for implementing solutions.
  • Trains users on proper use of hardware and software.
  • Escalates issues to Tier II helpdesk or SME to resolve issues outside of scope or knowledge base.
  • Provides onsite user support at client sites as needed.
  • Deploys laptops and desktops in various client environments.
  • Maintains system capabilities by testing existing equipment and programs.
  • All other duties as assigned.

Education and Experience:

  • High school diploma or GED.
  • Proven ability to manage a flexible schedule.
  • 1+ years’ experience working for an MSP at Tier I Helpdesk level.
  • Always available, mobile, and open to travel in the local Portland metro area.
  • Experienced and knowledgeable on a variety of IT systems and platforms including Azure, networking, Windows Server, Office 365
  • Familiar with LAN|WAN|VoIP technologies