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Tier 1 Support

  • Location: Houston, TX
  • Job Type: Right to Hire
  • Ref No: 19-04292
  • Date: July 12, 2019
  • Job title:

Carl Fleming

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Job Description - Tier 1 Support


As a member of the National Managed Services Team, the Consultant role will support multiple technology and enterprise systems of various clients to ensure that customer expectations are met and exceeded.


  • Receive, troubleshoot, resolve, and document client issues (via telephone or email).
  • Provide support of varying IT incidents and requests.
  • Interact with customers and perform customer training.
  • Facilitate and own escalations either internally or to vendors.
  • Understand and abide by all internal and client security and operational policies.
  • Minimum 3 years of experience in a Service Desk or desktop support environment.
  • Minimum 2 years of on-site desktop support.
  • Bachelor's degree from an accredited college or university. Computer Science, Information Systems, or related IT field is preferred, though not required.
  • Strong technical knowledge of troubleshooting networking, PC hardware, Windows and MAC operating systems: Windows 7/10, Mac OS; systems administration and maintenance including: Active Directory maintenance, identity and access management.
  • Experience providing support to executive/C-suite level customers.
  • Experience in consulting organization a plus.
  • Experience documenting network and desktop environments.
  • Ability to work collaboratively as part of a team and mentor junior Service Desk members.
  • Able to establish effective working relationships in a diverse and distributed organization.
  • Excellent ticket management, verbal & written communication skills with the ability to communicate complex technical issues to non-technical users, combined with relentless follow-up.
  • Must have reliable personal automobile, valid driver's license and state-required automobile insurance.

  • This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position.
  • Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.


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