IT Service Desk Associate Level 1 03J26

The IT Service Desk Associate Level 1 is a crucial role within the IT department, responsible for providing frontline technical support and assistance to end-users. This position requires a customer-oriented mindset and the ability to troubleshoot a wide range of IT issues, from hardware malfunctions to software difficulties. The associate will be the first point of contact for internal stakeholders and must have excellent communication skills to resolve IT-related queries efficiently. They should be adept in handling multiple tasks simultaneously and must maintain a high level of professionalism and diligence in managing service desk operations. The ideal candidate will have a basic understanding of IT systems, customer service experience, and a keen attention to detail to ensure a seamless user experience.

Responsibilities

• Provide first-line technical support to internal end-users over various communication channels.
• Respond promptly to user inquiries and ensure proper documentation of user requests.
• Diagnose and troubleshoot hardware and software issues efficiently and effectively.
• Log, prioritize, and track service requests and escalate them as required.
• Follow up with users to ensure timely resolution of their issues and requests.
• Collaborate with team members to resolve complex IT issues and improve service delivery.
• Maintain up-to-date knowledge of company systems and new IT implementations.
• Assist in setting up user accounts, configuring hardware, and installing necessary software.
• Adhere to established service desk policies, procedures, and standards consistently.
• Participate in ongoing training and development to enhance technical skills and knowledge.
• Contribute to knowledge base articles to aid in faster issue resolution for users.
• Perform administrative tasks and support the IT department in various projects.

Requirements

• A high school diploma or equivalent is required; an associate degree is preferred.
• Previous experience in a customer service or IT support role is advantageous.
• Basic understanding of computer systems, mobile devices, and other technical products.
• Excellent communication skills, both verbal and written, are essential for this role.
• Able to multitask and manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and the ability to work independently or in a team.
• A positive attitude with a passion for technology and customer service excellence.