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L1 support

HMG America
Columbus, Nebraska, 68601, United States
November 23, 2016


Responsible for Tier I software and hardware support.

Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities.

Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary.

Assists in the resolution of application, hardware and software problems.

Education: Associate’s or Bachelor’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field.

Or equivalent work experience. Experience: Typically has 1 to 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem-solving/troubleshooting skills.

Complexity: Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers.

Generally follows documented procedures and checklists.