IT Service Desk Technician - L1 28F26

An IT Service Desk Technician - L1 is a pivotal role within any organization, providing front-line support for hardware, software, and network-related issues. This entry-level position involves troubleshooting technical problems, helping end-users resolve their queries, and escalating more complex issues to higher-level support personnel. These technicians need strong communication skills to effectively interact with various teams and users from diverse technical backgrounds. They are responsible for maintaining and managing tickets within the service desk system, ensuring prompt resolutions to all issues to ensure minimal disruption to business operations. The role requires knowledge of various IT systems and tools, a keen eye for detail, and the ability to quickly adapt to new technologies and systems. Ideal candidates for this position are proactive, customer-focused, and demonstrate strong problem-solving skills with a commitment to continuous learning and improvement.

Responsibilities

• Provide first-level technical support for hardware, software, and network issues.
• Respond promptly to user inquiries, requests, and troubleshoot issues effectively.
• Assist in setting up, configuring, and maintaining computer systems and peripherals.
• Manage and prioritize a ticket queue to ensure timely resolution of issues.
• Document detailed troubleshooting steps and resolutions within the ticketing system.
• Escalate complex problems to higher-level technical support staff as needed.
• Collaborate with the IT team to improve processes and user support effectiveness.
• Maintain knowledge of current IT systems and software through ongoing training.
• Assist in inventory management of IT assets and peripheral equipment.
• Participate in IT projects, providing technical assistance as required.
• Develop end-user guides and documentation to enhance self-service usage.
• Ensure compliance with organizational IT policies and security standards.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• One year of experience in an IT support or similar customer service role.
• Strong knowledge of operating systems, including Windows and macOS platforms.
• Familiarity with common software applications and network troubleshooting techniques.
• Excellent verbal and written communication skills with a customer-focused attitude.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving skills with a proactive and detail-oriented mindset.
• Experience with ticketing systems, such as ServiceNow or JIRA, is desirable.