Service Desk Technician

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 problems.

Skills Required: Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. In general, follows documented procedures and checklists.

Skills Preferred:

Experience

Required:

Typically has 6 months to 1 year of 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.

Experience Preferred:

Education Required: High School diploma or equivalent.

Education Preferred:

Additional Information: 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.