Tier 1 Support Analyst Our client is looking for a computer support professional for all of the core business units. This includes hardware problems, software issues, connectivity problems, wireless/mobile issues, printing problems, and functionality questions. Support is done remotely via remote control software and over the phone 100% of the time. Customer service, attention to detail, and first call resolution are top priorities at Tier I with escalation to Tier II as necessary. Tier 1 Support Analyst Duties: Supports end users via phone and remote support tools Images computers and prepares them for end user deployment Supports Microsoft Office 365 application issues Supports Microsoft Windows 7 and 10 on HP Desktops / Laptops Documents all work done through Service Now Helpdesk application Supports wireless connectivity for laptops and mobile devices Support remote connectivity via Cisco VPN client software Effectively manages time to make sure calls are responded to in timely manner Escalates calls to appropriate next Tier support groups when necessary Attention to detail in all aspects of handling customer calls Tier 1 Support Analyst Skills & Qualifications: Must have direct experience providing support in the listed technologies: Windows 7 and 10 Operating System troubleshooting and configuration Microsoft Office 365 installation, configuration and troubleshooting Desktop/Notebook hardware installation, configuration and troubleshooting Computer peripheral and hardware installation, configuration and troubleshooting.
