Service Desk​/Client Support - IT Service Desk Associate

Position: Service Desk / Client Support - IT Service Desk Associate
The associate position is the entry level position of the Service Desk job family. This role provides first contact technical support for agents, employees, and customers through triage, troubleshooting, diagnosis and repair of hardware, software, and websites. This role collaborates with fellow technicians and service management training coordinators to learn the service management processes to support all customers.
What You'll Do:

Acts as the initial point of contact for customers seeking CTS hardware and software assistance.

Provides basic troubleshooting, education and support of CTS supported hardware, software, applications and infrastructure.

Triages, diagnoses and resolves customer issues within the defined SLA.

Provides detailed and accurate documentation via the Service Management system

What You'll Need:

Associate degree.

One to two years of experience.

Supervisory/management experience not applicable.

Additional Qualifications:

Associate degree in an IT related program or one to two years of comparable work experience in an information technology or customer position.

Demonstrated experience in customer service and support.

Proven basic knowledge of Windows and MAC computers and related peripherals

Proven written and verbal communication skills

Team oriented and customer focused individual with strong collaboration skills.

Requires prudent time management skills and a robust ability to multi-task

Must be able to plan for and organize their workload for the most efficient handling of requests and incidents.

Preferred Qualifications:

ITIL Certification a bonus, but not required.