Tier 1 Help Desk Technician

  • Location: Burlington, New Jersey
  • Type: Contract To Hire
  • Job #163103
firstPRO is seeking dedicated individuals for our hybrid-based roles as Technical Support Analysts, aimed at providing top-tier Tier I support to our esteemed customers' end users. Our focus is to ensure every customer interaction results in a positive and enriching experience. As a Technical Support Analyst, you will leverage your exceptional communication, technical expertise, and adept problem-solving skills to deliver advanced solutions. This is a hybrid, contract-to-hire position. Candidates must be local to be considered. Compensation up to $18/hr., based on experience.


    • Offer technical assistance through a range of communication channels, including phone, email, walk-in, and ticketing support, addressing diverse inquiries.
    • Provide adept application support to cater to our customers' diverse needs.
    • Take charge of mitigating store issues and refining offline procedures.
    • Collaborate effectively and escalate matters to third-party vendors, including various carriers, IBM, Wincore, OKI, and more.
    • Precisely document and log issues using the ServiceNow ticket management system. This encompasses categorization, prioritization, real-time status updates, and comprehensive closure notes.
    • Skillfully troubleshoot supported network equipment, ensuring efficient resolutions to restore service stability. This includes but is not limited to cable modems, T1 connections, and other vital technologies, employing telephonic, email, web-based, and on-site approaches.
    • Contribute to the monitoring, management, and support of equipment and services furnished directly or indirectly to customers.
    • Play a pivotal role in installing, configuring, and overseeing assigned network equipment.
    • Create Standard Operating Procedures (SOPs) using established templates for recurring tasks and craft Knowledge Base articles to guide customers through technology utilization and configuration.
    • Issue timely communications and notifications to relevant stakeholders, such as business units and management, as well as providing comprehensive incident and management reports.
    • Analyze problem sources, track trends, and recommend proactive measures to prevent future occurrences.
    • Participate in knowledge sharing, aiding in the training of colleagues and contributing to comprehensive self-help resources.


    • Point of Sale (POS) and Mobile POS systems (front-end software and hardware).
    • Network expertise encompassing WAN, LAN, VPN, Firewall, and Wireless technologies.
    • Proficiency with Windows and Linux servers.
    • Experience with telephony systems, covering store and corporate setups, voice mail, fax, mobile devices, and carrier services.
    • Desktop hardware and software support and troubleshooting proficiency, including printers, imaging devices, mapped drives, encryption, and components.
    • Familiarity with the ServiceNow ticketing system.


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