TriQuest Technologies, Inc. · 1 day ago
Tier I Support Desk Technician
Fort Worth, TX
Full-time
Onsite
New Grad, Entry LevelTriQuest Technologies, Inc. is a trusted IT service firm specializing in IT risk mitigation. The Tier I Support Desk Technician is responsible for initial ticket triage and response for support desk tickets, providing exceptional customer service and technical support to end-users.
Cloud ComputingInformation TechnologyIT InfrastructureNetwork Security
Responsibilities
As primary triage tech, the Tier I Technician is the first voice end-users hear when they call the Support Desk
This initial interaction sets the stage for the user’s experience, so it is imperative team members demonstrate great customer service skills
When users call the Support Desk, they’re often frustrated—a calm and friendly approach makes all the difference
Service Delivery technicians who listen empathetically, offer timely, solution-driven exceptional support significantly improve end users experience and their willingness to place future trust in the TriQuest Support Desk
Customers love a quick response from knowledgeable, friendly technicians that listen to the issue and find the root cause
Users quickly learn that once a TriQuest technician understands their issue, it is as good as done
Tier I role primary responsibility is initial ticket triage and response for support desk tickets
This is an entry-level position so candidate will learn triaging support desk calls, using a support desk ticketing system, troubleshooting, desktop deployments, VOIP, network management, and documentation
The Tier I role requires a great communicator who can easily and instantly switch from speaking with a Microsoft expert to an Outlook novice, communicating with a variety of personalities while maintaining a calm and personable demeanor
Qualification
Required
Bachelor's degree (4-year degree is mandatory, sorry no exceptions)
CompTIA A+ Core Series Certification (required within 90 days of employment)
Commitment to 4 hours professional and technical learning weekly
Professional demeanor and customer service experience
Extreme attention to detail and excellent communication and interpersonal skills
Ability to work both independently and as part of a team
Desire to find the root cause of a technology issue
Adept at documenting processes and improving upon basic guidance
Keen ability to use computers and learn new applications quickly
Ability to communicate effectively with non-technical users
Understanding of the needs of the business and prioritize multiple requirements
Ability to plan their week in advance but also handle spur-of-the-moment assignments
Ability to sit for up to 8 hours in a day and full mobility of body to walk, stand, climb ladder, crawl under desks and in tight spaces
Physically capable of lifting and carrying 50 pounds
Ability to communicate verbally clearly and professionally in English with a variety of end-users over the phone and in-person
Pass our mandatory background check including—but not limited to—employment verification, academic records, business and personal reference checks, personal credit check, criminal background check, driving record check, physical examination, drug screen, and any other relevant background information
Available and ready to work 8 a.m. to 5 p.m., Monday through Friday, and available for occasional work after hours and on the weekend
Commit to 42 hours per week with 4 hours dedicated to continuing education (2 during work and 2 after hours)
Preferred
Additional industry certifications a plus, but not required
Benefits
Paid holidays
Paid time off
FlexTime
Over 200 hours of continuing education annually
Health insurance options
TriQuest covering up to 75% of medical costs for employees
Dental and vision insurance options
Health Savings Account
Simple IRA with an annual company match of up to 3%
Lunch in the café
Coffee and candy bar
Fresh fruit
8 paid holidays
15 days paid time off
Expense reimbursements
Monthly payroll paid via direct deposit
Elective health, vision, and dental insurance
Simple IRA—with company match up to 3%
Technical team members receive mileage and cell phone stipends
Company apparel
Continuing education budget for exams and materials
Company
TriQuest Technologies, Inc.
Do you want an IT partner -an extension of your internal team- that brings advice & guidance, and seeks to protect you from tech risks? A true partner who: * helps you make difficult decisions on how to invest in IT * advises how to best protect your systems? * guides how to train your employees to protect them from outside threats? Since 1997, TriQuest Technologies' supports business customers in every industry – nonprofit, legal, arts and culture, construction, finance, engineering, professional service firms, and religious organizations.
Founded in 1997
11-50 employees
Funding
Current Stage
Early StageLeadership Team
G
Gary Tonniges Jr
CEO
Company data provided by crunchbase