Help Desk Tier I

IT Help Desk Tier 1 individuals possess a passion for providing quality customer service and effective communication while providing tier 1 technical assistance for computer systems, software, and hardware. Requests for technical assistance and support may come in various forms with the primary form being e-mail and phone. Responses and assistance to internal customers may be provided in person, over the phone, or via e-mail using IT ticketing system. Complex queries and those requiring specialized knowledge and skills will be referred to Tier 2 technicians or to the appropriate specialized individuals. 

• Handle Tier 1 technical issues through company ticketing system, Sysaid
• Troubleshoot issues related to computer hardware, software, networking, and phone systems and resolve within established SLA’s
• Communicate with the customer as required: keeping them informed of incident progress, notifying them of impending changes
• Document technical issues and take ownership of escalating issues to the appropriate resource
• Review and prioritize outstanding support requests
• Ensure security and privacy of networks and computer systems
• Help our customers’ business succeed by delivering outstanding customer service through the management and execution of their service requests
• Other work-related duties as assigned.

• High School Diploma
• 1 year experience in a technical support or Help Desk role
• Valid Driver's license
• Willingness to travel locally to office sites as needed
• Knowledge of networks including but not limited to TCP/IP, DNS, DHCP, switches, routers, firewalls, and wireless networks.
• Knowledge of and some experience with Active Directory and MS Exchange
• Knowledge of and some experience with O365 and Azure
• Good knowledge of Internet security and data privacy principles
• Understanding of support tools, techniques, and how technology is used to provide IT services 

• Competitive salary
• Medical, dental, vision, and supplemental insurance
• 401K Plan
• Paid Holidays
• Paid Time Off

Acuren is a trusted, single source provider of technology-enabled asset protection solutions used to evaluate the structural integrity of critical energy, industrial and public infrastructures. Committed to delivering a Higher Level of Reliability, Acuren provides an unrivaled spectrum of capabilities including inspection, traditional and advanced NDE/NDT, failure analysis, rope access, materials engineering, field engineering, reliability engineering, drones, robotics, V-Deck and condition-based monitoring services.

Our work is critical to the integrity and safety of industrial firms, including petroleum refinery, pipeline, power generation, pulp & paper, mining, pharmaceutical, aerospace and automotive industries. Acuren employs over 4,000 dedicated professionals supporting the mechanical integrity and inspection programs of the world’s largest industrial segments.

Acuren is a market leader. Our formula for success is straightforward: be capable locally, with certified and well-equipped personnel supported by trained, experienced leaders. Continuing to build on a strong heritage of safety, quality and professionalism, Acuren strives to maintain incident free work environments, pursues advanced technical developments, and supports reliability programs that are valued by clients and employees. #LI-BE1