IT Service Desk Technician - L1 (225-914)

The IT Service Desk Technician - L1 is an entry-level position responsible for providing first-level technical support and assistance to internal and external clients. This role is essential in ensuring the efficient operation of IT systems by addressing user queries, troubleshooting basic issues, and escalating more complex problems when necessary. The Technician serves as the initial point of contact for all IT-related queries and is responsible for maintaining customer satisfaction through effective communication and problem-solving skills. This job requires a blend of customer service abilities and technical knowledge and is ideal for those looking to start a career in IT support.

Responsibilities

• Respond promptly to incoming calls and emails from customers seeking technical help.
• Provide first-level troubleshooting for hardware and software issues reported by users.
• Log detailed descriptions of customer issues and steps taken to resolve them in the service management system.
• Maintain a high level of customer service and satisfaction through responsive and timely communication.
• Identify and escalate complex issues to the appropriate IT expert or department for resolution.
• Assist in the configuration and installation of computer systems and networks when required.
• Follow standard procedures for proper software and hardware installations and upgrades.
• Maintain a professional and courteous demeanor during all customer interactions.
• Train and provide guidance to new team members as required.
• Continuously update personal knowledge and skills to keep current with industry standards and developments.
• Contribute to documentation efforts for recurring issues, FAQs, and solutions to improve service efficiency.
• Facilitate remote access for users to connect to the company's network securely.

Requirements

• High school diploma or equivalent; additional technical certifications a plus.
• Previous experience in customer service or technical support preferred.
• Basic knowledge of computer systems, networks, and common software applications.
• Strong problem-solving skills with a focus on customer satisfaction.
• Effective verbal and written communication skills in a business setting.
• Ability to work effectively both independently and as part of a team.
• Willingness to work flexible hours, including evenings or weekends if required.