Technical Support (Entry Level)

Professional Computer Concepts, Inc. - Novato, CA (30+ days ago)


Are you looking to enter the world of tech support? Are you the go-to person among friends and family to fix technical issues? Then consider applying for our entry-level technical support position.

Professional Computer Concepts is located in Novato and provides technical support to small and mid-sized businesses. We are looking to add to our team, but we need to find the right fit. We are willing to train the right person who is eager to learn, and has a passion for IT.

The Tier I Support Technician works under the direction of the Senior Technician and performs a variety of technical, customer service and clerical tasks. Customer service responsibilities involve assisting customers in person as well as via telephone, e-mail, and remote access. Technical responsibilities consist of performing a wide variety of IT support, computer repair and networking related tasks. The Tier I Support Technician will only handle Tier I technical issues and escalate tickets as necessary to more senior staff.

A great attitude and willingness to learn are a definite plus.

Responsibilities:

The Helpdesk Support Technician has the primary responsibility for providing technical support to external users. The responsibilities of this position also include:

  • Answers helpdesk calls and attempts problem resolution
  • Performs initial assessment and troubleshooting of service tickets assigned
  • Document service tickets with progress
  • Effectively manages service tickets to ensure issues are resolved in a timely manner
  • Works effectively with other IT staff to ensure tickets are all being worked within the service level agreement
  • Documents solutions in the service desk knowledgebase
  • Perform installation, repairing, upgrading, and troubleshooting of PC desktops
  • Other duties as assigned

Job Requirements:

This position will perform other duties as assigned and will require skills in the following areas:

  • Hands on experience with fixing computer issues within the last 12 months
  • Equivalent combination of education/experience may be considered
  • Good people skills, excellent communication skills, and patience a must
  • Desire to troubleshoot technical issues
  • Curiosity to learn about ever-changing technology needs
  • Keen desire to keep up with current information technology trends
  • Problem solving skills and attention to detail a plus
  • Typing speed of 35 WPM or greater required
  • Valid driver’s license and clean driving record a must
  • Ability to fluently speak and write English

Desired Skills:

  • Previous helpdesk experience
  • Experience with a ticketing system
  • Experience with a multi-line phone system

If interested, please submit your resume with cover letter. Please no phone inquiries about this position.

Job Type: Full-time

Experience:

  • Technical Support: 1 year (Preferred)
  • Help Desk: 1 year (Preferred)

Education:

  • High school (Preferred)

Location:

  • Novato, CA (Preferred)

Work authorization:

  • United States (Required)