IT Service Desk Technician (Tier 1 Support)

ASSYST, Inc. • Tallahassee, FL

6d • Onsite

About The Position

ASSYST is seeking an IT Service Desk Technician (Tier 1 Support) to support a client project in Tallahassee, Florida. This is an onsite position where the Client Technologies Technician will serve as the principal line of communication for the project team, providing Tier 1 support for software, hardware, and network-related issues. The role involves using documented procedures and checklists to assist end users, logging issues in a ticket tracking system, monitoring various support queues, escalating problems to Tier 2 support, and communicating resolution status to end users.

Requirements

• One (1) or more years of experience in a help desk or IT support role
• One (1) or more years of experience in troubleshooting, logins, software, hardware, mobile devices, and network-related support calls
• One (1) or more years of experience using ticketing systems such as ServiceNow, Zendesk, or similar for logging, tracking, and resolving technical issues
• One (1) or more years of experience in supporting Windows operating systems, Microsoft Office 365, and common desktop applications
• Ability to analyze, troubleshoot, and resolve issues with desktops, laptops, printers, and mobile devices
• Experience installing, maintaining, and supporting third-party applications
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop)
• Strong verbal and written communication skills
• Excellent customer service orientation and problem-solving ability

Nice To Haves

• Experience supporting computers in a criminal justice environment
• Experience working in a technical call center environment
• Experience in Active Directory for account management and password resets
• Certifications such as CompTIA A+, Network+, or equivalent
• Experience documenting solutions in a knowledge base or internal wiki

Responsibilities

• Provide Tier 1 software, hardware, and network-related support
• Use documented procedures and checklists to assist end users with technical issues
• Use a ticket tracking system to log end-user information and a description of the issue
• Monitor ticket, phone, email, and other queues throughout the shift to provide support to end users
• Escalate problems to Tier 2 technical support
• Communicate with the end users regarding the status of the resolution

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level