Brooksource
Help Desk Specialist (Tier 1 + 2)
Brooksource, Frankfort, Kentucky, United States, 40601
Job Title:
IT Help Desk / Support TechnicianLocation:
Frankfort, KY (40601)Workplace Type : 100% OnsiteEmployment Type : Long-term ContractPay : $20/hr for Tier 1 | $25/hr for Tier 2Job Description:We are seeking a number of
skilled IT professionals
to join our client in
Frankfort, KY
for a
Help Desk Technician
opportunity. The client is looking for candidates at the
Tier 1
and
Tier 2
levels and are open to
entry-level experience . These candidates will be responsible for a range of tasks, including
troubleshooting , managing
hardware requests , and providing
user guidance .Tier 1 Help DeskResponsibilities :Basic Troubleshooting:
Help users with simple problems like login issues, password resets, and basic navigation.User Support:
Guide users on how to use the systems basic features.Ticket Management:
Track and categorize help requests, making sure they are recorded correctly and solved quickly.Escalation:
Pass more complicated problems to the next support level.Customer Service:
Provide friendly and professional assistance to all users.Qualifications :0-3 years
of experience in
IT
or
customer support
roles.Phone technical support
experience is preferred.Ability to
learn new software
quicklyExperience with
Windows OS
is helpful.Clear
communication skills
to talk with users at all technical levels.Ability to
walk non-technical users
through
fixes
in
simple
terms
they can understand.Strong
attention to detail,
with the ability to accurately
document
issues and follow procedures.Tier 2 Help DeskResponsibilities :Advanced Troubleshooting:
Solve more complex system problems, like software bugs or data issues.User Training:
Teach users how to work with more advanced features and write simple guides.Problem Analysis:
Figure out what’s causing recurring problems and help fix them.Collaboration:
Work with the Tier 3 team and system administrators to solve issues and improve the system.Documentation:
Keep system help articles and troubleshooting guides up to date.Qualifications :3+ years
of experience in
IT support
or
technical troubleshooting
roles.Experience working with a
ticketing
system, such as
ServiceNow ,
JIRA ,
Zendesk ,
Remedy , etc.Proven experience in
phone technical support , with
enterprise-level support
being a plus.Strong
troubleshooting
abilities for both
software
and
hardware
issues.Clear and effective
communication
skills, especially when helping non-technical users.Ability to
walk non-technical users
through
complex
fixes
in a
clear , understandable way.Excellent
problem-solving
and
customer service
skills to provide a good experience for end-users.About EEG
: Eight Eleven Group (Brooksource) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.
IT Help Desk / Support TechnicianLocation:
Frankfort, KY (40601)Workplace Type : 100% OnsiteEmployment Type : Long-term ContractPay : $20/hr for Tier 1 | $25/hr for Tier 2Job Description:We are seeking a number of
skilled IT professionals
to join our client in
Frankfort, KY
for a
Help Desk Technician
opportunity. The client is looking for candidates at the
Tier 1
and
Tier 2
levels and are open to
entry-level experience . These candidates will be responsible for a range of tasks, including
troubleshooting , managing
hardware requests , and providing
user guidance .Tier 1 Help DeskResponsibilities :Basic Troubleshooting:
Help users with simple problems like login issues, password resets, and basic navigation.User Support:
Guide users on how to use the systems basic features.Ticket Management:
Track and categorize help requests, making sure they are recorded correctly and solved quickly.Escalation:
Pass more complicated problems to the next support level.Customer Service:
Provide friendly and professional assistance to all users.Qualifications :0-3 years
of experience in
IT
or
customer support
roles.Phone technical support
experience is preferred.Ability to
learn new software
quicklyExperience with
Windows OS
is helpful.Clear
communication skills
to talk with users at all technical levels.Ability to
walk non-technical users
through
fixes
in
simple
terms
they can understand.Strong
attention to detail,
with the ability to accurately
document
issues and follow procedures.Tier 2 Help DeskResponsibilities :Advanced Troubleshooting:
Solve more complex system problems, like software bugs or data issues.User Training:
Teach users how to work with more advanced features and write simple guides.Problem Analysis:
Figure out what’s causing recurring problems and help fix them.Collaboration:
Work with the Tier 3 team and system administrators to solve issues and improve the system.Documentation:
Keep system help articles and troubleshooting guides up to date.Qualifications :3+ years
of experience in
IT support
or
technical troubleshooting
roles.Experience working with a
ticketing
system, such as
ServiceNow ,
JIRA ,
Zendesk ,
Remedy , etc.Proven experience in
phone technical support , with
enterprise-level support
being a plus.Strong
troubleshooting
abilities for both
software
and
hardware
issues.Clear and effective
communication
skills, especially when helping non-technical users.Ability to
walk non-technical users
through
complex
fixes
in a
clear , understandable way.Excellent
problem-solving
and
customer service
skills to provide a good experience for end-users.About EEG
: Eight Eleven Group (Brooksource) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.