Job Details
Qualifications
- Communication skills
- Help desk
- High school diploma or GED
- IT
- Software troubleshooting
- Windows
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Referral program
Job Description
Role and Responsibilities
The Tier 1 Support Engineer is an entry level position that offers the possibility of advancing into a position as a full-time Systems or Network Engineer in a fast-growing company. The Tier 1 Support Engineer is responsible for handling first level service requests and incidents as they initially come in to the helpdesk and service boards. This relates to technologies including: printers, workstations, servers, network equipment and other vendor specific hardware.
- IT support for customers using Microsoft operating systems and applications
- #1 PRIORITY is answering phones!!
- Responsible for initial information gathering
- Virus & Malware detection and removal
- Initial troubleshooting on workstations & printers < 15 minutes!
- Initial ISP calls
- Responsible for service board monitoring and escalations
- Responsible for ticket follow-ups
- Monitoring of the Fax Folder
- Gathering necessary information and documenting in tickets
- Escalating tickets to the appropriate department for scheduling
- Communicating with clients and co-workers and updating tickets immediately stating progress and next steps
- Keeping documentation and configurations up-to-date
- Any and all other duties requested including helping co-workers and assisting with urgent service requests when necessary
Desired Qualifications and Knowledge
- Basic knowledge of Microsoft Office applications
- Basic knowledge of Windows 7, 8 and Windows 10 operating systems
- Not proficient in ConnectWise Suite but training to be proficient
- Ability to research solutions or information regarding technical issues
- Excellent interpersonal skills
- Strong customer service and troubleshooting skills
- Ability to communicate technical information, both verbal and written to a wide range of end-users
- Good work habits under pressure
- Detail oriented
Preferred Skills
- Must be able to work well in a team
- Excellent verbal & written communication skills
- Sound judgment to know when to escalate issues to management
- Ability to adapt quickly to changes and multi-task
- Competitive, high achiever who persists despite obstacles, opposition, or setbacks
Requirements
- Must possess a valid U.S. Driver’s License
About the Organization
- NetSource One, Inc. began serving the Great Lakes Bay Region clients from our Saginaw, Michigan location in 1999, growing to over 1,000 customers throughout Michigan and surrounding states today. We serve a variety of markets including medical, financial, government, education, legal, manufacturing, and distribution, along with a diverse group of small business.
- NetSource One, Inc. has grown to over 60 highly skilled IT professionals at two locations by providing the very best technology solutions and support for our customers throughout Michigan and the surrounding areas. Our team is composed of highly trained Tier 1 Help Desk, Managed Services, Special Projects, Technology Advisors and Onsite Support personnel. We are a dedicated group of professionals who have been formally educated and have obtained degrees and certifications in a wide array of important information technology areas. Our growth in this industry has allowed us to devote a substantial portion of our resources to on-going education, training, and certification of our staff, keeping us at the forefront of new technologies in this ever-changing market.
Work Environment
The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
- Ability to work in a confined area
- Ability to sit at a computer terminal for an extended period of time
Location
- NetSource One, Inc. – Saginaw, MI
Full-Time/Part Time
- Full-Time
Hours
- Hourly Position; 40 hours per work week with additional time as may be required to perform his or her responsibilities as the projects may dictate to complete tasks or as directed by management
Travel
- Occasional: travel to customer and supplier locations
Physical Demands
- While performing the duties of this job, the employee is regularly required to, sit, stand, talk, hear, and use hands and fingers to operate a computer, telephone, and keyboard
- Ability to reach, stoop, and kneel to install computer equipment
- Specific vision abilities required by this job include close vision requirements due to computer work
- Light to moderate lifting is required
- Ability to uphold stress due to a fast-paced, deadline-driven environment
- Regular, predictable attendance is required
Other Duties
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EOE Statement
- We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
- All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. ‘Green Card Holder’), Political Asylee, or Refugee. Federal law prohibits the employment of unauthorized aliens. All positions require use of information which is subject to the International Traffic in Arms Regulations (ITAR). If hired, you will be required to complete the federal Form I-9. Employment Eligibility Verification. You will be required to present acceptable, original documents to prove your identity and authorization to work. You must present acceptable, original documents no later than the third workday, or you will not be employed by NetSource One, Inc.
- NetSource One, Inc. uses E-Verify to check the work authorization of all new hires effective January 2018.
Background Investigation
Candidates will be subject to a thorough federal background investigation. Must have a reputation for honesty and trustworthiness. Misdemeanor and/or felony convictions may be disqualifying depending on type, number, severity, and recency.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- Are you looking for full-time work, Monday-Friday Day Shift?
Education:
- High school or equivalent (Required)
Experience:
- Help desk: 1 year (Preferred)
- IT: 1 year (Preferred)
Shift availability:
- Day Shift (Preferred)
Work Location: In person