Tier 1 - IT Technician

• Diagnose computer errors and provide technical support.
• Troubleshoot software, hardware and network issues.
• Train end-users how to setup and use new technologies.
• Backup and restore an organization's data files and systems.
• Install, configure and upgrade PC software and operating systems.
• Clean and repair computer hardware
• Remote IT help desk technicians provide technical support over the phone or Web.
• Remote help desk technicians often use specialized help desk support software to take control of end-users' computers to troubleshoot, diagnose and resolve complex issues.
• Self starter, not all assignments will be in ticket form, some will be internal projects or contributions to documentation or certifications.
• Proactive issue handling, we want to relieve all of the burden from the end user. This means we will do as much of the work as possible while trying to keep the user from having to assist.
• Critical thinking skills are a must. This position will require lots of troubleshooting of minor issues that should all follow similar paths. Being able to logically think about the problem will eliminate many possible issues and allow you to weed out symptoms from problems.
• On-Site support may be necessary. A valid driver's license is required.
• Must be able to be part of an after hours/emergency on call rotation.

Tier I is the initial support level responsible for basic customer issues. The first job of a Tier I specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem."

This level should gather as much information as possible from the end user. The information could be computer system name, screen name or report name, error or warning message displayed on the screen, any logs files, screen shots, any data used by the end user or any sequence of steps used by the end user, etc. This information needs to be recorded into the issue tracking or issue logging system. This information is useful to analyze the symptoms to define the problem or issue.

Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while also consulting the “knowledge base” and documentation. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues.'
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Work Remotely

• No

Job Type: Full-time

Pay: $12.00 - $15.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• On call

COVID-19 considerations:
We strive to take all applicable precautions to keep our employees safe during this time of crisis.

Education:

• High school or equivalent (Preferred)

Experience:

• Windows: 1 year (Preferred)
• Active Directory: 1 year (Preferred)
• Customer Service: 1 year (Preferred)

Work Location: Hybrid remote in Salina, KS

Salary : $12 - $15