Follow Us        

Tier 1 Support Analyst (100% Phone)

Tier 1 Support Analyst Description:

Our client is looking for a computer support professional for all of the core business units. This includes hardware problems, software issues, connectivity problems, wireless/mobile issues, printing problems, and functionality questions. Support is done remotely via remote control software and over the phone 100% of the time. Customer service, attention to detail, and first call resolution are top priorities at Tier I with escalation to Tier II as necessary.


  • Supports end users via phone and remote support tools 
  • Images computers and prepares them for end user deployment
  • Supports Microsoft Office 365 application issues
  • Supports Microsoft Windows 7 and 10 on HP Desktops / Laptops
  • Documents all work done through Service Now Helpdesk application
  • Supports wireless connectivity for laptops and mobile devices
  • Support remote connectivity via Cisco VPN client software
  • Effectively manages time to make sure calls are responded to in timely manner
  • Escalates calls to appropriate next Tier support groups when necessary
  • Attention to detail in all aspects of handling customer calls

Tier 1 Support Analyst Skills & Qualifications:

Must have direct experience providing support in the listed technologies:
  • Windows 7 and 10 Operating System troubleshooting and configuration
  • Microsoft Office 365 installation, configuration and troubleshooting
  • Desktop/Notebook hardware installation, configuration and troubleshooting
  • Computer peripheral and hardware installation, configuration and troubleshooting.
This is not an entry level role. Expectations are to be onsite in Indianapolis, IN at least 50%.