Help Desk Technician

We are a leading provider of managed IT services that enhance enterprise IT through scalable solutions in device management, service desk, network monitoring and more. With a focus on end user satisfaction, ITS delivers increased employee productivity, optimized system performance and strategic value through measurable infrastructure ROI.

With offices in the UK, Mexico and the US we are a leader in providing IT Services and Solutions to large Fortune 100 corporations. Those services include Help Desk, Desk Side Support, PC Life Cycle Support, Desktop/Laptop and Hardware Maintenance.

This is a full time permanent position w/our full benefits package.

Summary:
Provide tier 1 phone support for all hardware devices including but not limited to laptops, desktops, printers, scanners and assorted Wi-Fi devices.

Responsibilities will include:

• Provides PC software and/or hardware systems support via telephone, email and web.
• Identifies, researches, and resolves technical hardware, software, or networking issues
• Answers user inquiries via phone, email, and system requests
• Performs diagnosis, investigation, and resolution of Incidents to meet customer SLA’s
• Develops and submits Knowledge Articles to improve First Contact Resolution (FCR)
• Monitoring call activity, and closing calls in designated call tracking systems

Qualifications:

• Associate's degree and at least 1 year technical support experience
• A+ Certification preferred
• Understanding of PC software, operating systems and applications, networks, and possibly hardware (peripherals) troubleshooting skills
• Previous experience providing customer services (not necessarily support) over the telephone
• Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles
• Intermediate knowledge of the functional specifications of software, networks, and hardware

ATS offers a competitive salary and benefits program which includes:

• Medical/dental plans
• Prescription drug program
• Vision plan
• 401(k) with company match
• Tuition reimbursement
• Flexible spending account