Careers with Integrity >> Tier 1 Help Desk Technician
Tier 1 Help Desk Technician
Title:Tier 1 Help Desk Technician
Department:Managed IT Services
Are you a customer service superhero? Does it excite you to help someone else do their job better? Do you love working in a fast-paced environment? If so, our Tier 1 Help Desk Technician is the right place for you!
As successful Tier 1 Help Desk Technician you are:
  • Passionate about delighting clients with quality service IT support and customer service skills.
  • Innovative and embrace change. You are able to identify opportunities to improve efficiency within the help desk.
  • An avid learner with a strong desire to learn about new solutions and technologies.
  • Able to manage the expectations of your clients and you meet the expectations.
  • Composed and able to maintain your professional demeanor under stress.
  • Technically savvy and able to troubleshoot basic computer, mobile phone and Microsoft software issues with your client.
Your day to day responsibilities will include:
  • Delivering consistently excellent customer service to your clients, from the first call of the day to the last call of the day.
  • Managing tier 1 help desk requests via our ticketing system.
  • Following-up on outstanding requests and ensuring your client is happy with the resolution.
  • Supporting your clients remotely via telephone, email, and remote desktop.
  • Providing system administration support for Windows OS, networks, network security, and network infrastructure devices.
  • Quickly identifying and escalating more complex client problems to the escalation team.
  • Assisting with in-house projects to keep improving our network and processes.
  • Maintaining up to date knowledgebase by documenting all issue resolutions; creating tip sheets and IT training documents.
  • Configuring and troubleshoot Windows PCs/laptops, printers, and mobile devices.
This position does require the flexibility to work an 8 hour shift between the hours of 7 am - 7 pm as well as participating in our on call rotation and assisting with the occasional scheduled after hours work.  

We would love for our next Tier 1 Help Desk Technician to have the following:
  • Exceptional customer service skills, and a positive "can-do " attitude
  • Solid understanding of Windows operating systems
  • Network support experience (VPN, WAN, LAN)
  • Knowledge of Active Directory, Exchange, Lync, and MS Office preferred
  • Solid troubleshooting experience with the ability to handle different technical concerns of the customers
  • Remote diagnostics and remote (software) tools experience preferred
  • Multi-tasking capabilities; Able to manage resource issues and multiple priorities with little or no direction
  • Customer support experience in a help desk environment
  • Must be self-motivated and highly organized
  • Must be able to work autonomously and as a team member
  • Ability to exercise judgment and make sound decisions under pressure
  • Good communication skills- both oral and written; effective listening skills
Your benefits will include:
  • Paid vacation time
  • Paid sick time
  • Paid holidays
  • Medical insurance through Blue Cross Blue Shield
  • 401K with a company match
  • Vision Insurance
  • Quarterly bonus program
  • Paid training and certifications
Here’s a little bit about our company to help you with your decision to apply:

Integrity Technology Solutions has been offering trusted advisement and customized technology solutions to our business partners for over twenty years.  More than just an IT department for businesses, we serve as a trusted business partner for organizations throughout Illinois. At Integrity, we are passionate about our vision to be the premier business partner in central Illinois and we seek team members who are self-starters, who are inspired by challenges and who approach opportunities with enthusiasm, integrity and innovation. 
Our core values of relationships, integrity, improvement, community and fun are at the forefront of all actions. We have an open book management style so all of our employees have a vested interest to think and act like owners. We believe this philosophy makes us a great company to work for and with which to do business!
  • Our people are the drivers of our growth; our commitment is to give our employees every opportunity for professional growth.
  • We strive to create a healthy balance between working hard and spending time with family and friends.
  • Must love working with a team! We are all part of the Integrity Technology Solutions, our clients and our business partners' teams.
  • Looking for repetition? This is not the place for you. We offer you the opportunity to challenge yourself daily and continuously expand your skills in a fast paced environment!
  • We are more than technology. Our open book management philosophy will give you the knowledge and ability to make a difference at Integrity and for you personally.
  • Personality required. We are a group of well-rounded individuals who are comfortable working one-on-one with our computers and with our clients. Our business is about more than technology; it's about using technology to improve our clients’ businesses.
This opening is closed and is no longer accepting applications
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