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IT Helpdesk Engineer - Tier 1

Company: Technology Resource Center of America LLC
Location: Denton
Posted on: May 4, 2021

Job Description:

The Tier 1 Helpdesk Engineer is the first level of support within TRCA's Network Operations Center, and is responsible for troubleshooting, escalation, and remediation of client-side issues. The Tier 1 engineer (T1E) makes this possible by directly providing support to all TRCA clientele, as well as remediation and escalation services related to day-to-day support. The T1E is responsible for managing and updating any knowledge base articles and documentation related to rendering support for assigned clients and is responsible for the divulging of this information to additional support personnel in case of absence. Above all else, the T1E is responsible for adhering to defined SLA, and providing client response to submitted tickets in a timely and professional manner.--- Be a client advocate
--- Foundational knowledge of networks and computing systems equivalent to CompTia A+ and Net+ is required in order to be considered for the position
--- Foundational knowledge of Point of Sale system or restaurant/retail experience is preferred
--- Maintain a professional attitude in all aspects of support
--- Understand technology as it relates to your particular client assignment
--- Understand proper escalation processes, and utilize them in accordance with company policy
--- Be able to provide insightful improvement to client process
--- Be able to maintain full work functionality both in office and remote
--- Be able to take constructive criticism
--- Be a team player

Shifts Available: Monday - Friday 4 PM - 12 AM
Monday - Friday 12 AM - 8 AM

Hourly Rate - $17.00

Keywords: Technology Resource Center of America LLC, Denton , IT Helpdesk Engineer - Tier 1, Other , Denton, Texas

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