Support Tech I
North Little Rock, AR

Summary

Are you ready to launch your career in information technology? We have a great position geared to help you develop your skills. Here are some questions to ask yourself:

If so, we have a position in our Level One Support team that may be perfect for you. This is an entry-level I.T. position and we are willing to provide the training. No IT experience is required if you are willing to learn. You will get to work hand-in-hand with hardware engineers, network administrators, software programmers, and repair technicians to get the job done.

What We Need from You

Deliver satisfaction through timely, friendly, and effective handling of customer problems requests, and needs in the areas of hardware or software.

Your Principal Duties and Responsibilities

o Receive incoming requests through Interactive Voice Response (IVR) telephone system, Email or Fax.

o Log and categorize incoming incidents via the Apprentice call incident management system.

o Provide 1st level investigation and diagnosis of hardware, software and administrative incidents using the knowledge management database, personal knowledge of the environment and processes developed by senior leadership.

o Resolve incidents through remote support or by providing the customer step-by-step solutions.

o Escalate to the next tier if unable to resolve by providing accurate documentation of incident and steps taken to resolve.

o Communicate with customers and internal teams to ensure that customer concerns are resolved and their needs are fulfilled.

o Perform basic server administrative tasks to include but not limited to password resetting, cycling of printer spoolers, driver updates. 

Minimum Logistical Job Requirements

Ability to work flexible hours, depending on customer demand.

Education

Associate’s degree in information or computer sciences, business administration, decision support, or related field or relevant certification from recognized trade or technical school is preferred

Experience

1-2 years of industry experience (networks, hardware, software, or related information systems work) of which preferred 1-year technical support / help desk experience preferred

Required Professional Skills

o Excellent team player

o Able to demonstrate empathy for the problems of others

o Strong customer focus

o Strong attention to detail

o Ability to multitask in a fast paced environment

o Ability to learn new techniques and configurations within an enterprise environment

o Good communication skills

o Ability to explain technical issues/remedies to customers in simple language they can understand

Required Technical Skills

o Required general knowledge of computer hardware, systems, networks, components, and software, etc.

o Required basic skills in MS Windows, Operating System configuration, and networks

o Preferred proficiency in printer troubleshooting and other computer peripheral troubleshooting