Tier 1 Support Desk Technician
Plano, TX

Job Description

Responsibilities

* Provide day to day support of software, workstations, mobile devices, accessories, and printers via live call and email.
* Prioritize ticketing system flow to ensure we meet SLA and provide 1 time closes.
* Coordinating Support Sessions with Users
* Work with technology vendors to solve ticket issues.
* Documenting each service ticket with detail.
* Ability to resolve 60% or more tickets during 1st touch.
* Follow SOP per environment and escalation process.
* Meet outlined KPI goals

Qualifications

* HS Diploma or GED
* Possess CompTIA A+ Certification or are in process of obtaining it.
* Excellent soft skills:
* Verbal and Written Communication
* Team Player & Collaborator
* Detail Oriented
* Excellent customer service
* Reliable
* Quick, but not at the expense of accuracy.


* OS:
* Windows OS (7-10)
* Understand domain relationships including local vs domain accounts.
* Obtain the skills to solve 80% + or more desktop centric issues.


* Windows Server OS (2008+)
* Windows Exchange Server (2007-2016, O365)
* Create mailboxes, distribution lists, apply 365 licenses, setup outlook, etc.
* Understand the difference between on-premise exchange versus cloud hosted such as O365.
* Understand relationship between on-prem exchange, ad, azure, dirsync, etc.


* Office 2010-2015
* Mac OS X +


* Android and iOS
* Possess the skills to walk a user thru adding an email account, connecting to WiFi, etc\


* Basic Networking
* Understanding of LAN/WAN
* Understand basic commands such as ipconfig, ping, nslookup, etc.


* Active Directory
* Creation, Deletion, and Modification of user accounts and security/distribution groups


* File Sharing
* Basic understanding of file shares, file share permissions, NTFS permissions and net use command.
* Ability to map network drives.


* Network Printers
* Adding to PCs via direct IP and/or print server


* VPN
* Understands the functionality and purpose for SSL-VPN
* Can install SSL-VPN and assist with login
* Can reset SSL-VPN passwords


* Remote Desktop Services/Cloud Service/ IIT Cloud Workspace
* Understands a RDS/TS server functionality and purpose.
* Understands the difference between a local session and a cloud session.


* VMWare / Hyper V
* Understand virtualization functionality and purpose.
* Understand how to login to manage VMs:
* Power On-Off VMs
* Check VM Status