Address
Form of workIT 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.
