Entry-Level Tier 1 Help Desk Technician

Full-Time | Remote

We are currently accepting applications to build our candidate pool for upcoming Help Desk opportunities. While interviews may not begin immediately, we will review all applications as hiring needs arise. We are looking for an enthusiastic professional to join the KiteTech Help Desk Team. The Tier 1 Technician is responsible for handling first level support of service requests. This relates to all end user technology issues including workstations, printers, email flow, and vendor specific hardware, and software. The technician also performs field service duties on client sites often at the direction of more experienced personnel.

What Are We Looking For?

Outstanding interpersonal and customer service skills
Passion and self-motivation to operate in a highly independent manner
Strong analytical and problem-solving skills
Strong organizational skills with high attention to detail
Results-oriented

Essential Duties and Responsibilities

Meets scorecard goals related to efficiency, quality, training/development, and customer satisfaction
Completes assigned tickets in an expeditious and effective manner
Troubleshoots end user issues with PCs, applications, related peripherals (software, printers, and scanners)
Installs, deploys, and repairs hardware and software on client sites
Escalates issues, as necessary, to higher level support personnel
Communicates with clients as required, keeping them informed of ticket progress, notifying them of impending changes or agreed outages
Documents internal processes and procedures related to duties and responsibilities
Performs assigned tasks in support of client projects
Enters time and expenses in ConnectWise in a clear and thorough manner as it occurs
Participates in the On-Call rotation as defined in Off Hours Procedure
Performs other duties as assigned

Knowledge, Skills, and/or Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Basic understanding of operating systems, business applications, printing systems, and network systems
Interpersonal skills: telephony skills, communication skills, active listening, and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast-moving environment

Preferred Education:

Though certifications are not required to apply, KiteTech is looking for candidates who have demonstrated a desire to learn through higher education and accreditation programs.