IT Service Desk Technician - L1 19D25

An IT Service Desk Technician - L1 is an entry-level IT professional responsible for providing technical support to end-users and ensuring the smooth operation of an organization's IT infrastructure. This role is crucial for maintaining productivity by troubleshooting and resolving basic hardware and software issues, managing user accounts, and maintaining accurate documentation of issues and resolutions. The IT Service Desk Technician acts as the first point of contact for all technical queries, ensuring excellent customer service by addressing and resolving issues in a timely manner. Additionally, this position requires good communication skills, patience, and a fundamental understanding of networking, hardware, and software systems.

Responsibilities

• Provide first-level technical support via phone, email, or in person.
• Diagnose and resolve basic hardware and software issues promptly.
• Monitor and prioritize service desk tickets to ensure timely assistance.
• Document incidents, issues, and resolutions in the ticketing system effectively.
• Assist with account and password management for end-users.
• Conduct software installations and updates as required by IT policies.
• Escalate complex issues to higher-level IT teams or technicians for resolution.
• Maintain a high level of customer service with both internal and external stakeholders.
• Provide guidance and support to new users with onboarding processes.
• Assist in maintaining IT equipment inventory and tracking assets accurately.
• Contribute to the development and updating of IT service desk processes.
• Collaborate with other IT staff to improve support efficiency.

Requirements

• Associate’s degree in Information Technology or a related field preferred.
• Possess basic knowledge of IT hardware, software, and networking.
• Experience in a customer service role is highly desirable.
• Proficient in using ticketing systems and remote support tools.
• Strong problem-solving skills with attention to detail.
• Excellent oral and written communication abilities are essential.
• Ability to work independently and manage time efficiently.
• Available to work flexible hours, including weekends if necessary.