Description: Level 1 support ? Basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions. Position Duties Include: •The Tier 1 Technician answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software. •Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. •Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff. •Logs and tracks customer interactions using problem management software (SNOW) and maintains thorough history records and related problem documentation. •Prepares standard statistical reports, such as help desk incident reports. Position Requirements Include: •Excellent Customer Service Focus •Excellent Communication Skills •Astute Learner •Competent Trouble-shooting Skills •Ability to Evaluate Customer Needs and Determine the Appropriate Options/Procedures •Understands Quality and Performance Metrics and Resulting Impact to the Customer •Proficient in Microsoft Operating Systems and Applications, Hardware/Software Support •Previous Help Desk/Call Center Experience Beneficial •Experience at Institutions of Higher Education Beneficial •Learning Management System Experience Beneficial •Comp TIA Certification/s Beneficial Apply for this great position as a help desk technician today! AppleOne Technical is proud to be an Equal Opportunity Employer. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment qualified applicants with arrest and conviction records.