Position Summary:
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.
Responsibilities:
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.
Requirements:
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
Benefits:
Competitive salary
Medical, dental, vision, and supplemental insurance
401K Plan
Paid Holidays
Paid Time Off
Company Overview:
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.
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