Tier 1 tech Support Job in Coeur d’Alene, Idaho

Tier 1 IT / MSP Tech Support Job Opening

OVERVIEW

Intechtel is a Coeur d’Alene based provider of all things INternet, TECHnology, and TELephone that is fanatical about demystifying the complexities of technology and providing amazing customer service with every interaction. The number one goal of everyone in our team is to make our Clients exceptionally happy by solving their tech issues. The Junior/Tier 1 Helpdesk Technician plays an important role in making sure that happens.

The Junior/Tier 1 Helpdesk Technician handles the first level 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.

When help is needed the Junior/Tier 1 Helpdesk Technician can get help from or escalate issues to other members in Tech Support Team.

A high level of customer service and communications ability is more important than having great IT skills at this level. As you learn and grow through experience, you will naturally learn more about the IT aspects.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

 Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket

 Delight our Clients with a Friendly, Quick and Helpful Experience

 Provide the Client with basic remote troubleshooting and support

USE OF OUR TICKETING SYSTEM

 Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests

 Managing and recording all work though our Ticketing System

 Make sure that Client Documentation is well maintained

 Split tickets that have several issues into their own individual ticket

 Make sure that tickets aren’t “stale” throughout the process

USE OF OUR MONITORING & MANAGEMENT TOOL

 Review RMM dashboard and apply remediation actions as indicated by our Processes

 Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

 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 support

COMMUNICATION, REPORTING & RISK

 Escalate tickets that require Senior Helpdesk Engineer support

 Monitoring support email box for incoming requests, triage all requests, open tickets, and provide first contact to the client

 Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

 Submit Timesheets & Expense reports as indicated on their SOPs

 Identify, Communicate and Mitigate potential risks to the Tech Support Team and Clients

TEAMWORK

 Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher

 Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

 Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues

 Identify opportunities for improvement and make constructive suggestions for change

 Contribute to the process of innovative change effectively

 Undertake other duties as required by Tier 2/3 techs, Field Services management, or other members of the Tech Support Team.

SKILLS AND ATTRIBUTES

DESIRED

 A love of (and ability to) Solve Problems & Challenges

 Not KNOWING all the answers, but knowing HOW TO FIND the answers, and not being afraid to ask questions.

 Ability to multitask and switch between several tasks while ensuring that all tasks are handled. Retention of training and instructions for future use.

 Great Communications skills, founded in being a good listener

 An understanding of support tools, techniques and how technology is used to provide services

 Strong understanding of operating systems, business applications, printing systems and network systems

 Must be able to type quickly and accurately while talking on the phone

 A deep desire to deliver an amazing Client Experience

 Basic Knowledge of IT Applications, Software & Hardware

 The ability to speak both Geek and human

 IT literate – Advanced user level

 A deep desire to deliver an amazing Client Experience

 Drivers license

 The ability to speak both Geek and Human

 The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

 Experience using a Ticketing system / RMM Tool and PSA software

 Experience providing support via remote tools

 Experience handling Technical Service Tickets

 Experience and knowledge of working with the Microsoft 365 Platform

 Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

 Client Experience Certifications such as Helpdesk Habits etc.

 Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

CAREER GROWTH

For someone looking to progress their role, the Junior/Tier 1 Helpdesk Technician naturally leads into roles such as: the Senior/Tier2/3 Helpdesk Technician, Network Engineer, etc.

EXTRAS

 Company provided desktop AND laptop and other tools

 Company provided cell phone

 All the coffee you can handle!

 Company service vehicle and fuel card (following probationary period)

 Company paid industry training and certifications

 Paid holidays, insurance, and PTO (following probationary period)

 Use of company tech lab to develop and build skills