Tier 1 Help Desk Technician, Eastern Time Zone Shift

Job Description:

• Provide excellent customer service via phone and remote technical support
• Walk clients through diagnostic procedures to identify and resolve errors
• Communicate with vendors to request service, update, and resolve open tickets
• Respond to and document support requests using established methods
• Perform maintenance tasks on end-user devices
• Provide ongoing user training and self-fix solutions to clients
• Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
• Handle password resets, drive mapping, and user account setup
• Perform Tier 1 troubleshooting, configuration, and administration for printers, wireless networks, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer, Microsoft Office 2010 and newer, Microsoft Office 365, Apple OS, and related systems
• Build client relationships while assisting with hardware, software, peripheral equipment, and specialized dental imaging products
• Perform limited Saturday coverage as part of an on-call rotation schedule

Requirements:

• Excellent verbal and written communication skills
• Proven time management skills
• Proven reliability and ability to work independently
• Excellent customer service skills
• Problem-solving and troubleshooting skills
• 1–2 years of customer service experience
• 1–2 years of tech support experience preferred
• Bachelor's degree in Information Technology or Computer Science preferred
• Availability for 7:00am to 4:00pm EST hours
• Ability to provide limited Saturday coverage as part of an on-call rotation schedule

Benefits:

• Remote work
• Limited Saturday coverage as part of an on-call rotation schedule
• Exposure to a wide variety of hardware, software, peripheral equipment, and specialized dental imaging products
• Ongoing user training and self-fix solutions experience