Service Desk Tech–Level 1
About The Position
The Service Desk Technician provides frontline technical support to end users by troubleshooting hardware, software, and system issues. This role is responsible for ensuring timely and professional resolution of incidents and requests, with a focus on delivering exceptional customer service and driving first-touch resolution whenever possible. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give remote, hands-on help at the desktop level. This role reports to the Service Desk Manager.
Requirements
- Knowledge of basic computer hardware, including POS (Point of Sales) systems
- Experience with desktop and server operating systems, including Windows Desktop, Server and Microsoft Office Suite
Nice To Haves
- 1-year experience in technical/support field
- Experience working in a retail team-oriented, collaborative environment
- Information Technology related certifications
Responsibilities
- Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
- Deliver outstanding customer service by actively listening, empathizing, and communicating clearly and professionally
- Take full ownership of each ticket from initial contact through resolution, ensuring updates are provided and follow-ups are completed within SLAs
- Strive for first-touch resolution by thoroughly diagnosing and resolving issues during the initial interaction whenever a knowledge article is available
- Escalate tickets with actionable trouble shooting information to the next level of support
- Draft and distribute clear, timely, and professional communications to end users regarding planned system maintenance, service interruptions, or unplanned outages
- Submit and monitor escalated tickets to appropriate outside vendors to ensure effective resolution
- Contribute to technical Knowledgebase articles and Troubleshooting guides
- Provide suggestions for continual improvement
- Sending out communications to end users including stores for BT related system maintenance and outages
Benefits
- 401(k) Profit Sharing
- Medical, Dental, Vision & More!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
