Tier 1 Technical Support

**Compensation Range** $26\.68 \- $35\.00 Hourly Rate**Job Description Summary:** Provide Tier 1 remote technical support to over 1200 Swinerton employees for computer hardware, operating system, network connectivity, desktop and business applications, printing, and email.**Job Description:** POSITION RESPONSIBILITIES AND DUTIES: * Receive and screen incoming requests from internal customers via telephone, email, chat or website, and properly identify services to be performed * Log, track, and resolve requests via ticketing system * Maintain or exceed Service Level Agreement to business customers * Provide consistent communication and follow up with customers to ensure proper levels of service * Analyze and resolve a high percentage of initial customer calls based on support provided instructions in an accurate and timely manner * Determine customer needs and evaluate request against standard Company policies and procedures * Identify and document problems potentially requiring on\-site support * Timely escalate issues to other teams as necessary with proper handoff to ensure customer receives the best support * Setup, configure, and deploy personal computer hardware and software and maintain and document computer and software assets * Complete other responsibilities as assigned MINIMUM SKILLS OR EXPERIENCE REQUIREMENTS * 2\+ years experience providing support in an Enterprise/Corporate environment * Associates or BS degree in any discipline and/or Microsoft and/or CompTIA certifications preferred * Strong software troubleshooting skills and prior experience with Fresh service or equivalent ticketing systems * Desktop and Laptop hardware familiarity (Lenovo a plus) * Experience with Windows 7, 8, and MS Office 2010 support \& troubleshooting * Printer and general application support, installation \& troubleshooting * Basic Active Directory knowledge, password resets \& group memberships * Basic understanding of networking technologies: TCP/IP, LAN/WAN, DNS * Knowledge of Remote Control/Remote Access tools and methodologies * Detail oriented, strong problem solving skills, and capable of working with minimal supervision * Ability to work independently and as a team member within established policies and procedures * Capable of working in a fast paced, dynamic environment with the ability to learn and adapt quickly * Ability to work with aggressive timelines and targets * Flexibility to adjust schedule based on workload and the requirements of a geographically distributed environment * Ability to multitask efficiently; plan, organize, and prioritize tasks and activities * Ability to fully identify and confirm expectations, accept responsibility of assigned requests * Ability to communicate timely, effectively, and clearly to the appropriate audience * Ability to provide timely communication of status; identify possible conflicts or delays; develop alternative actions to ensure work is timely and complete * Ability to maintain respo