Top 3 Tier 1 help desk technician Jobs in Birmingham, Al

Tier 1 Help Desk Technician
5Q Partners, LLC —Birmingham, AL
- From $55,000 a year
- Full-time
- Computer science
- Computer Science
- Mid-level
- Health savings account
- Health insurance
Quick Apply
9d
Tier 1 Help Desk Technician
Brook Valley Management, Inc. —Birmingham, AL
- Weekends as needed
- High school diploma or GED
- Travel
- Communication skills
Help Desk Support - Tier 1
Express Oil Change & Tire Engineers —Birmingham, AL
- Full-time
- Entry level
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Help Desk Analyst I - Engineering Applications
Quanta Services —Birmingham, AL
Quanta Power Solutions is seeking a customer-focused Help Desk Analyst I to provide first-level technical support to engineering and business users.
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Help Desk Analyst I - Engineering Applications
Quanta Power Solutions, LLC —Birmingham, AL
Quanta Power Solutions is seeking a customer-focused Help Desk Analyst I to provide first-level technical support to engineering and business users.
2d

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POS Support Agent
Express Wash Concepts LLC —Etna, OH
Communicate clearly with non-technical users, translating technical instructions into simple, actionable steps. Secure future: 401k with up to 4% company match.
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Tier 1 Help Desk Technician

5Q Partners, LLC
Birmingham, AL

Quick Apply

Job Details

Full-time
From $55,000 a year
9 days ago

Benefits

Health savings account
Health insurance
Dental insurance
401(k)
Flexible spending account
Paid time off
Parental leave
Vision insurance
401(k) matching
Professional development assistance
Life insurance
Referral program
Retirement plan

Qualifications

Computer Science
Enterprise software
Bachelor's degree
Computer hardware
Process management

Full Job Description

Client Services Advocate

ABOUT 5Q:

5Q is a privately-held Atlanta-based company with offices in Dallas, Washington, D.C., Boston, New York, and Minneapolis. 5Q provides the full spectrum of technology solutions. Our service teams – 5Q LeadRE, 5Q Connect, 5Q Cyber and 5Q TechIQ – offer CIO and CISO level leadership, cyber security strategy, help desk support, onsite IT operations, and more. Through our decades of IT and cyber security experience, we supply enterprise-level support that maximizes network security, connectivity, and efficiency.

The company’s team of operators and consultants have all established their careers in industry-specific business processes and technology solutions. 5Q understands the intricacies and inner workings of commercial real estate's legacy technology systems.

PURPOSE OF POSITION:

The role of the Client Services Advocate (Tier 1 Support) is to maintain proper operating and performance levels for all services provided. This individual will make sure the operational procedures and support processes are documented and executed smoothly and consistently to ensure the Client’s business performs as required. A strong focus on data analysis, trend identification and continuous process improvement is imperative to the success of this position. Be the single point of contact, for Client end users, that might be experiencing procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed. However, the Client Services Advocate is the face of 5Q Support for the Client(s) and is ultimately responsible to ensure services and support are working optimally and efficiently.

MAJOR RESPONSIBILITIES & ACCOUNTABILITIES

Primary ticket owner for all issues reported
Subject Matter Expert for knowledge/information specific to the assigned Client(s)
Work closely with the Service Desk Manager to keep them up to date on salient topics
Ownership of Client Documentation ensuring accuracy and completeness at all times
Daily, Weekly & Monthly Analytics
Urgent / Hot Tickets (Matters that need special attention)
Stale Tickets (Open <30 Days / Not updated within last 2 Days)
Weekly Performance Reporting (Service Level Agreements)
Special data request from Client
CSAT / Net Promoter Score (Customer Satisfaction Scoring)
Streamlining and maintaining efficient operations for Client and 5Q Support
Analyze, Monitor and Trend support requests and processes
Incident / Problem Management
Assist in Client communication and awareness
Track, trend and report on service degradation's that repeat in nature
Root Cause Analysis
Escalation point for Client end users with chronic troubles
Maintain daily operational SLA performance for individuals and team
Ability to identify performance deficiencies and drive corrective action
Install, modify, and repair Client connectivity, hardware, software and applications
Identify, Review & Write technical, departmental and Service Desk guidelines and operating procedures
Respond to queries either in person, via email or over the phone
Provide escalation and assist customers through problem-solving process
Run diagnostic programs to resolve problems
Install and trouble shoot computer peripherals (printers, keyboards, etc) for Client users
Follow up with customers to ensure issue has been resolved
Gain feedback from customers about issue resolution and quality of service
Assists with desktop and laptop imagining and installation as needed
Assists in the operations of enterprise systems as needed
Perform other duties as assigned

KNOWLEDGE AND SKILL REQUIREMENTS

Minimum of 5yrs in Service Desk operations and support
Prefer 2yrs of Business Analytics experience
Prefer 4yr degree in Computer Science or equivalent
Advanced knowledge of company supported applications
Ability to learn and support new applications.
Requires sound interpersonal skills

PHYSICAL DEMANDS / WORK ENVIRONMENT

· Ability to use a keyboard to enter and retrieve data

· Must have good eyesight to view computer monitor and phone

· Lifting and/or carrying of 15-30 lbs. or more

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Professional development assistance
Referral program
Retirement plan
Vision insurance

Work Location: In person

Quick Apply

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tier 1 help desk technician jobs in birmingham, al

Tier 1 Help Desk Technician

Tier 1 Help Desk Technician

Help Desk Support - Tier 1

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