Tier 1 Service Desk Technician

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• Primary point of contact for employees seeking technical support.
• Answer calls and email messages directed to the IT Department.
• Provide in‑person support, training, and assistance.
• Communicate all information relating to needs and workflows within the department.
• Perform work on projects supporting company initiatives at the direction of Desktop Support Technician.
• Assist users experiencing technical problems with hardware, software, network, peripheral, and other computer‑related issues.
• Communicate effectively with clients via phone, email, and chat, responding to all requests and concerns in a timely fashion, explaining resolutions, answering questions, and providing advice as needed.
• Repair, configure and maintain hardware, software, and peripherals.
• Walk end‑user through diagnostic procedures to identify, resolve, or determine the source of error.
• Communicate with software and hardware vendors to request service, updates, and resolution of open tickets.
• Log, track, and maintain detailed incident reports on all requests.
• Assist with the creation of FAQ's and knowledge base articles.
• Assist with network installations including cabling and components.
• Maintain good working relationships with assigned supervisors and coworkers.
• Perform additional duties as required by management.
• Support satellite offices and remote users.

Entry level

Full-time

Information Technology

Insurance

Atlanta, GA: $50,000.00 – $60,000.00

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