Service Desk Technician

Roles & responsibilities

• This position is for a Tier 1 Service Desk technician.
• They are primarily responsible for initial call/email ticket entry, issue/ request assessment, troubleshooting and documentation.
  There is some systems administration work involved in this role. Customer service skills are greatly needed in this role.

 
Experience Required

• IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.
• Service Desk/Help Desk support preferred. Customer Service experience preferred.

 
Position Description

• 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 problem