Job Title:

Tier 1 Help Desk Engineer

Location:

Piedmont Technical Experts – Greensboro NC

Position Type:

Full-Time

Job Summary:

As a Tier 1 Help Desk Engineer, you will be the first point of contact for customers seeking technical assistance. Your primary responsibility will be to provide prompt, professional support to resolve basic IT issues, ensuring a positive experience for all users. This role involves troubleshooting hardware and software problems, guiding users through step-by-step solutions, and escalating complex issues to higher-level support when necessary.

Key Responsibilities:

Technical Support: Respond to incoming help desk requests via phone, email, or chat, and provide first-level support for IT-related issues, including password resets, software installations, network connectivity, and basic hardware troubleshooting
Issue Resolution: Diagnose and resolve technical issues using established procedures and knowledge base resources. Escalate unresolved issues to Tier 2 or Tier 3 support as required.
User Assistance: Guide end-users through problem-solving processes, ensuring clear and effective communication of technical information, even to non-technical individuals.
Documentation: Accurately document all interactions, troubleshooting steps, and resolutions in the help desk ticketing system. Maintain and update user documentation and knowledge base articles as needed.
System Monitoring: Monitor system alerts and proactively address potential issues to minimize downtime and ensure continuous availability of IT services.
Customer Service: Maintain a high level of customer satisfaction by providing timely, courteous, and effective support. Ensure all interactions contribute to a positive user experience.

Qualifications:

Education: Associate’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent experience will be considered.
Experience: 0-2 years of experience in an IT support role or similar position. Familiarity with Windows and macOS operating systems, basic networking concepts, and common software applications is required.

Skills:

Strong problem-solving abilities and attention to detail.
Excellent verbal and written communication skills.
Ability to work both independently and as part of a team.
Basic understanding of ITIL processes and ticketing systems is a plus.

Certifications:

CompTIA A+, Microsoft Certified Professional (MCP), or other relevant certifications are a plus but not required.

Work Environment:

This role primarily involves working in an office environment, with potential remote work opportunities. It will require some on-site support at client locations as well as scheduled site visits.

Must be able to lift and transport IT equipment (up to 75 lbs).

Why Join Piedmont Technical Experts?

At Piedmont Technical Experts, we believe in fostering a collaborative and innovative environment where our employees can grow and thrive. We are a growing Managed Service Provider and we recognize our growth comes from having the right people in the right positions. We offer competitive compensation, benefits, and opportunities for professional development. If you’re passionate about technology and helping others, we’d love to have you on our team.

How to Apply:

Please submit your resume and a brief cover letter outlining your qualifications and interest in this role to careers@piedmonttechnicalexperts.com. We are constantly looking for committed talent, we will review resumes as positions are available.

Equal Opportunity Employer:

Piedmont Technical Experts is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.