Tier 1 IT Help Desk Specialist

Overview of the Tier 1 IT Help Desk Specialist Role at Marco Technologies

The Tier 1 IT Help Desk Specialist is integral to Marco Technologies, responsible for delivering high-quality services and solutions to our clients while ensuring exceptional client satisfaction. This role involves assessing problem severity, performing initial remediation, and accurately assigning service requests to appropriate resources.

Key Responsibilities

• Respond to client calls, emails, system alerts, and other correspondence promptly and professionally.
• Serve as a primary resource within the inbound calling contact center for Managed IT clients.
• Determine the severity of issues, establish priorities, and assign service requests to the correct resources.
• Accurately and promptly log all client problem information and create corresponding service requests.
• Provide timely communications to both internal and external clients regarding detailed status updates and estimated resolution times for issues.
• Remediate support requests for standard move, add, and change activities.
• Troubleshoot and remediate basic to intermediate break/fix type support requests.
• Verify system and application functionality to identify the proper resources needed for resolution.
• Maintain and verify client contact and database information for accuracy.
• Actively participate in best practices and adhere to operational procedures to enhance efficiency.
• Maintain and comply with documentation and administrative procedures, including accurate time entry processes, in a timely manner.
• Attend all required company and departmental meetings.
• Adhere strictly to Marco Technologies' policies and procedures as outlined in the employee handbook.

Education and Experience Requirements

• High School diploma combined with two years of relevant experience, or an Associate’s degree; equivalent combinations of education and experience will be considered.
• Previous IT experience is preferred for this role.

Required Skills and Competencies

• Proficiency with essential business collaboration tools, including Microsoft Office applications, Outlook, and company-specific programs.
• Solid customer service abilities, particularly strong telephone etiquette.
• Excellent verbal and written communication skills for interacting with internal and external clients.
• Exceptional organizational and time/task management skills, with the ability to prioritize tasks, work within defined timelines, and adapt to changing priorities.
• Proven ability to gather and analyze information effectively.
• Demonstrated accuracy and thoroughness in performing work.
• Excellent follow-through to ensure all tasks are completed.
• Ability to function collaboratively as an effective member of a fast-paced, client-oriented team.

Key skills/competency

• IT Help Desk
• Technical Support
• Client Satisfaction
• Troubleshooting
• Service Requests
• Customer Service
• MS Office
• Communication Skills
• Time Management
• Problem Resolution