IT Service Desk Technician - L1 (225-629)

An IT Service Desk Technician - L1 is an entry-level position responsible for providing technical support to end-users in an organization. This role involves troubleshooting, diagnosing, and resolving hardware and software issues, primarily through phone, email, or chat interactions. The IT Service Desk Technician acts as the first point of contact for clients seeking technical assistance. They must efficiently gather information, resolve basic technical matters, or escalate more complex issues to higher-level support. The ideal candidate is customer-oriented, has excellent communication skills, and possesses a solid understanding of basic IT troubleshooting processes and procedures.

Responsibilities

• Respond promptly to support requests received via phone, email, or chat.
• Identify and troubleshoot basic IT hardware and software issues efficiently.
• Provide technical guidance and support to end-users with varying levels of IT knowledge.
• Document incidents and resolutions thoroughly in the IT service management system.
• Assist in setting up, configuring, and maintaining workstations and related technology.
• Escalate unresolved issues to next-level support teams as necessary.
• Maintain a high level of customer satisfaction through courteous and professional interactions.
• Collaborate with team members and other departments to resolve complex technical challenges.
• Contribute to the creation and revision of technical documentation and user guides.
• Perform routine IT maintenance tasks, such as software updates and backups.
• Track and manage IT assets, including hardware and software licenses.
• Participate in ongoing training sessions to enhance technical skills and knowledge.

Requirements

• High school diploma or equivalent; IT-related certifications are an advantage.
• Basic understanding of computer systems, networks, and common software applications.
• Excellent verbal and written communication skills, with strong customer service focus.
• Ability to troubleshoot and resolve technical issues under pressure.
• Experience using IT service management software is beneficial.
• Solid organizational skills with the ability to prioritize tasks effectively.
• Willingness to work flexible hours, including weekends and holidays, if necessary.