Service Desk Technician Tier I

Job Summary

The Service Desk Tier I Technician will be responsible for resolving IT-related issues, answering questions, and providing guidance to clients. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work collaboratively with other teams within the organization.

• Respond to technical support tickets submitted by clients and resolve issues in a timely and efficient manner.
• Troubleshoot and resolve technical issues related to hardware, software, network connectivity, and other IT-related issues.
• Provide technical guidance and support to clients, answering questions and providing information about the products and services we offer.
• Document all service requests, incidents, and resolutions in the ticketing system.
• Escalate complex technical issues to the Tier II Service Desk team for resolution.
• Collaborate with other IT teams to identify and implement solutions to recurring issues and improve the overall client experience.
• Continuously improve technical knowledge and skills through training and professional development opportunities.

• Associate degree in computer science, information technology, or related field preferred.
• Minimum of 1 year of experience in a technical support role, preferably within an IT Managed Services Provider environment.
• Strong technical background and experience with common Service Desk tools, including remote support tools, ticketing systems, and monitoring tools.
• Excellent communication and interpersonal skills, with the ability to communicate technical information to both technical and non-technical audiences.
• Ability to work effectively in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously.
• ITIL certification or equivalent experience is preferred.

We offer multiple work schedules to support our 24/7 NOC operations. Shift differential pay is available for eligible hours worked outside of the standard 7:00 AM to 7:00 PM schedule.