It Service Desk Engineer - Tier 1

Full

Who We Are Looking For:

Are you passionate about technology and eager to support a dynamic team? Look no further! We are currently seeking an enthusiastic and talented T1 Service Desk Engineer to join our thriving team, based in the heart of Austin, Texas. Even better - this position is mainly remote, often allowing you to work from the comfort of your own home!

As a T1 Service Desk Engineer, you will be the first point of contact for our clients, providing exceptional technical support for their IT systems and devices. With your outstanding problem-solving skills and friendly attitude, you will ensure a smooth and efficient experience for our clients. We are in the service business, and we strive to provide service with complete professionalism. Additionally, the T1 Engineer will play an integral role in ensuring that the client feels like Trinsic is an essential part of their team.

An individual in this role should also strive to emulate and strengthen our Trinsic core values:
• We are EFFECTIVE - we solve problems.
• We are ENJOYABLE - your job is an adventure!
• We are EMPATHETIC – in all our interactions, the people we work with are heard, seen, and valued.
• We EMPOWER – we empower our clients and employees on their journey to success.
Essential Responsibilities:
• Act as the first point of contact to provide technical guidance for clients
• Monitor the Trinsic ticketing system and company emails for incoming support requests
• Collaborate with all levels of the Tech Team to find the best solutions for our clients
• Provide solutions and advice on a broad range of technical issues
• Escalate client support needs when necessary
• Use feedback from clients to improve problem-solving techniques and support
• Attend weekly Tech team meetings

What You Bring to the Table:
• At least 2 years of Help Desk experience or equivalent
• Previous experience working with customers in face-to-face environments
• CompTIA A+ Certification required (expired certification will be considered)
• Experience in Microsoft 365, Windows Server, and logical networking environments.
• Ability to install, configure, and maintain various computer system hardware and software
• Ability to quickly diagnose and resolve technical issues
• Strong customer service skills and a servant-leadership mentality
• Ability to build rapport with and give instructions to a non-technical audience
• Willingness to listen with humility and empathy
• Exceptional ability to work in a collaborative team environment
• Ability to maintain a positive and professional work style in a remote environment
• Commitment to adhering to Trinsic Technologies Core Values and Staff Handbook

What’s In It for You:
• Competitive hourly pay: $23 - $27 per hour DOE / DOQ
• Opportunity to work with a talented, diverse team
• The flexibility of working remotely from your home in Austin, Texas
• Access to great technology and tools
• A supportive work environment focused on growth and development
• Medical, Dental, and Life Insurance
• Paid time off
• Professional development assistance
Location / Position Details:
• Austin, TX metro area, Remote/Hybrid (on-site for monthly employer meetings)
• Full-time, regular staff
• Typical hours: M-F, 8-hour shift
• Occasional travel to client sites for support and training