Service Desk Technician (Tier 1)
About The Position
Serve as the initial point of contact and resolution for IT related incidents and requests. Accept and document customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging/chat, and personal visits to the Service Desk. Interface directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicate via phone, email, and instant messaging/chat with end users and technicians. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Must have technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, email, print, web, applications, and network). Escalate ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk.
Requirements
- Technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices.
- Experience troubleshooting core services (file, email, print, web, applications, and network).
Responsibilities
- Serve as the initial point of contact and resolution for IT related incidents and requests.
- Accept and document customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging/chat, and personal visits to the Service Desk.
- Interface directly with supported end-users to provide hardware, software, and network problem resolution.
- Clearly and professionally communicate via phone, email, and instant messaging/chat with end users and technicians.
- Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM.
- Escalate ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
