IT Support Desk - Tier 1
: Job Details :

Job Responsibilities

• Provide Tier1 incident management, diagnosis, escalation, tracking, and resolution
• Provide outstanding customer service and a positive support experience by interfacing directly with end users on issues, communicating in a clear, concise manner
• Follow established processes and standards, identify and propose improvements as necessary
• Maintain a high level knowledge of desktop, network, printer, and user access and mobile technologies
• Act as a resource on projects
• Perform remote diagnostic tasks
• Assist in developing technical documentation to improve training and service delivery
• Provide after hours and on-call support as needed
• Perform other duties as assigned

Qualifications

• Bachelor's Degree preferred, but not required
• 1+years industry/help desk or related support experience, preferably in a managed services provider environment, but not required
• Familiarity with ITSM is preferred, but not required
• Experience working in a team environment
• Ability and comfort with working directly with end users
• Excellent documentation skills, ability to write technical processes and procedures

Technical Skills

• Experience installing and supporting Microsoft Windows Operating systems
• Office 2013/ 2016/ 2019
• Email applications
• Virus/malware remediation
• Basic WAN/LAN understanding
• Ability to read logs and event viewer, and diagnose advanced problems
• Understanding of priority levels and escalation process
• Intimate troubleshooting ability