Technical Support Engineer Tier 1 Part Time

Position Title: Tech Support Engineer – Tier 1 

Department: Information Technology 

Position Reports to: Tech Support Manager 

Position Supervises:  No Direct Reports.  

 

Position Summary: 

Support the company’s mission statement by performing the duty of maintaining a high-level of customer service through developing new customer relationships and retaining and expanding existing business.

The Technical Support Engineer – Tier I role is to ensure proper computer operation so that end users can accomplish business tasks.

This includes receiving, prioritizing, documenting, and actively resolving end user help requests and or incidents.

Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide help over the phone for users either remote or onsite.

Act as a first tier of incident or requests.

Demonstrate and implement our Trusted Advisor strategy to all internal and external customers.

Duties and Responsibilities:

• Handle inbound IT service desk contact with phone, email or from the self service portal.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

• Build rapport and elicit problem details from help desk customers.

• Prioritize problems, escalate problems (when required) to the appropriately experienced IT groups.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform fixes at the service desk level, including installing and upgrading software, installing hardware,  and configuring systems and applications.

• Install anti-virus software.

• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Develop help sheets and frequently asked questions lists for end users.

• Create, modify, disable or delete user access or accounts.

• Demonstrates a positive reflection of the organization in public through their actions and behaviors.

• Maintain and ensure compliance standards by complying with all bank policies and procedures.

• Other duties as assigned. 

 

Education, Certification, License and Experience:

• High School graduate or equivalent.  College or University Degree in Computer Science, Information Sciences or related field and/or 5 years of related experience. 

• Certifica...