IT Service Desk Technician - L1 (225-803)

As an IT Service Desk Technician - L1, you will be the first point of contact for all IT-related inquiries and support requests within the organization. You will play a crucial role in maintaining the operational efficiency of the company's technology infrastructure by providing prompt, professional, and efficient support to end-users. Working under the supervision of senior IT staff, you will troubleshoot and resolve technical issues, manage ticketing systems, and ensure consistent customer satisfaction. Your ability to communicate effectively, exercise problem-solving skills, and display patience will be vital to your success in this role. You will also be responsible for escalating more complex issues to higher-level support teams.

Responsibilities

• Respond to end-user inquiries and support requests promptly and professionally.
• Troubleshoot and resolve basic hardware and software issues in a timely manner.
• Log and track incoming service requests in the ticketing system accurately.
• Maintain a high level of customer service and satisfaction at all times.
• Escalate unresolved issues to higher-tier IT support when necessary.
• Assist in the setup and configuration of new user desktops and laptops.
• Follow established protocols and procedures for common IT service desk tasks.
• Monitor system alerts and proactively address potential issues or outages.
• Provide users with guidance and best practices for utilizing IT systems effectively.
• Document solutions to common technical problems for future reference.
• Stay current with emerging IT trends and technologies related to the role.
• Contribute to team meetings and participate in ongoing training and development.

Requirements

• High school diploma or equivalent; certification in IT preferred.
• Prior experience in a customer-service oriented technical support role.
• Strong understanding of basic computer hardware and software systems.
• Excellent communication skills for collaborating with a diverse user base.
• Proficiency in using ticketing systems to log and track support requests.
• Ability to troubleshoot technical issues with minimal supervision.
• Strong organizational skills with attention to detail and record-keeping.
• Familiarity with Windows and macOS operating systems.