IT Service Desk Technician Tier I

The Service Desk Technician I provides first-level technical support to O.C. Tanner employees by resolving routine incidents and service requests through phone, email, walk-in, chat, and self-service channels. This role works under close supervision, follows established procedures, and focuses on accurate ticket documentation, timely communication, first-contact resolution whenever possible, and a world-class customer experience.

• Receive and respond to support requests through phone, email, walk-in, chat, and self-service channels.
• Create, document, categorize, prioritize, and route Incident and Service Request tickets according to established procedures and service levels.
• Provide first-level technical support with a focus on resolving issues during the first contact whenever possible.
• Troubleshoot routine issues related to desktop and laptop hardware, operating systems, productivity applications, system access, network access, user settings, and common endpoint issues.
• Support both onsite and remote employees using approved remote support tools and established support processes.
• Install, configure, and deploy IT equipment, software, peripherals, and standard workstation images.
• Escalate and assign tickets to the appropriate technical support teams or departments when issues require additional expertise.
• Perform hierarchical escalations through Service Desk management and Technology leadership when appropriate.
• Maintain ownership of assigned tickets through resolution, ensuring timely updates, clear communication, and accurate closure notes.
• Provide basic support and guidance for approved AI-powered tools, including assisting users with adoption, troubleshooting common issues, and promoting effective and responsible use.

• Assist with onboarding activities including user provisioning, hardware setup, workstation preparation, and initial access validation for new employees.
• Wipe, reformat, and prepare computers for reuse or disposal in accordance with company policies and information security requirements.
• Assist with termination-related access and hardware processes to ensure system, network, and device access is removed or updated within compliance requirements.
• Maintain accurate hardware, asset, and ticket documentation related to assigned work.

• Follow ITSM and ITIL-based practices for incident management, service request fulfillment, escalation, communication, and documentation.
• Create and maintain Service Desk knowledge base articles, support documentation, and standard procedures.
• Identify and recommend process improvements that improve customer satisfaction, ticket quality, team efficiency, and service delivery.
• Collaborate cross-functionally with infrastructure, security, applications, and other technology teams when needed.

• Follow company information security policies and procedures.
• Understand the security implications of daily Service Desk work, including account access, hardware handling, endpoint management, and data protection.
• Protect sensitive company and employee information when handling tickets, devices, accounts, and support requests.

• Participate in assigned shift coverage, on-call rotations, and other support responsibilities as needed.
• Learn and remain current on O.C. Tanner applications, systems, business processes, and Service Desk procedures.
• Perform other duties as assigned.

• Excellent customer service skills and the ability to support a wide range of employees, including onsite and remote users, cross-functional partners, different organizational levels, varying technical skill levels, and employees for whom English may be a second language.
• Strong written and verbal communication skills with the ability to communicate through the medium most appropriate to the situation.
• Foundational troubleshooting, problem-solving, research, and escalation skills.
• Basic understanding of Windows and macOS support; familiarity with client and server operating systems is helpful.
• Basic understanding of Microsoft Office and…