Service Desk Tier 1

Description

Company Overview

Flex Technology Group is the largest Brand-Neutral Managed Print Services provider with an industry-leading Nationwide footprint. We are service and solutions professionals, providing support to clients of all sizes and industries from coast to coast. Our vast support network and unique proprietary technology make us more than Best-in-Class - we're in a class of our own.

Position Summary

The Tier 1 Service Desk role serves as the frontline of IT support, specializing in resolving end-user service requests with a strong emphasis on responsiveness, empathy, and effective communication. This role demands exceptional listening and customer service skills to ensure a positive user experience. Tier 1 technicians are expected to independently resolve approximately 90% of incoming tickets, demonstrating both technical proficiency and a commitment to efficient, user-focused support.

Essential Functions And Responsibilities

• Assess, troubleshoot, resolve and / or escalate end user centric service tickets
• Respond to and resolve incoming service requests via phone, email, or ticketing system in a professional and timely manner.
• Guide users through step-by-step solutions and provide clear communication in both technical and non-technical language to ensure a high level of customer satisfaction
• Effective and consistent documentation of all troubleshooting and resolution steps as well as associated times
• Interact and communicate with all levels and roles of the Managed IT department
• Escalate complex tickets appropriately
• Participate in ongoing training and development
  
  

Qualifications And Experience

Minimum Qualifications:

• High School or Equivalent
• 1+ Year experience in the service industry
• Basic understanding of network theory and workstation operations
• Travel to customer sites will be required, so a Valid Driver's License and reliable transportation are required
• Strong written and verbal communication skills
  
  

Preferred Qualifications

• A+ or Network+ Certification
• Basic understanding of Microsoft M365 Suite
  
  

Supervisory Responsibilities

This position has no supervisory responsibilities.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical requirements for performing the essential functions of this position require the employee to be able to:

• Ability to drive
• Lift 25 pounds
• Sit, stand, walk, and reach.
• Hear well enough to communicate with others.
• Read a computer screen and written material.
• Write, type, and use phone system.
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

Good working environment with the absence of disagreeable conditions. The noise level in the work environment is usually moderate. Travel to client sites may be required from time to time. Hybrid work option available after initial 90 days and contingent on objective performance goals.

Disclaimer

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. The job description does not constitute an employment contract or guarantee of employment. The organization reserves the right to hire, fire, or discipline the employees at its discretion.

EEO Statement

Flex Technology Group provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.