Entry-Level Service Desk 4/27

Frontline Managed Services•Maumee, OH

17d•$15

About The Position

As a member of the Service Desk Team, you will be the first point of contact for clients experiencing technical issues. You will diagnose problems quickly and accurately while performing standard, preliminary research. You will use a variety of remote access, user admin, and related tools.

Requirements

High school diploma or equivalent required.
Clear, professional communication—strong verbal, written, and accurate typing skills.
Reliable team player who collaborates effectively in a group setting.
Consistently professional with colleagues and end users; remains composed in a fast-paced, sometimes stressful situations.
High initiative and follow-through; strong critical thinking; manages multiple priorities in a detail-oriented, high-volume environment and makes decisions based on research.

Responsibilities

Act as the primary contact for customers needing assistance with hardware, software, network, or other technical/non-technical issues.
Deliver support via phone, email, and chat.
Troubleshoot by identifying, diagnosing, and resolving issues using knowledge-base articles, prior incident history, peer input, or by routing to the appropriate escalation tier.
Leverage screen-sharing and remote-control tools to validate, gather, and assess the reported problem.
Create and update tickets for every request, capturing clear, complete, and detailed information to enable effective follow-up by the Service Desk or downstream teams.
Maintain consistent, reliable attendance.