Responsibilities

This position is the primary point of contact for employees seeking technical support. This is an entry-level, multifaceted position requiring independent thinking, excellent troubleshooting ability and is responsible for answering calls and email messages directed to the IT Department. While providing in-person support, training, and assistance, the Tier 1 Service Desk Technician is also responsible for communicating all information relating to the needs and workflows within the department. Tier 1 Help Desk Technician will also perform work on projects in support of company initiatives at the direction of Desktop Support Technician. The following will be expected:

Assist users experiencing technical problems with hardware, software, network, peripheral, and other computer-related issues.
Communicate effectively with clients via phone, email, and chat, responding to all requests and concerns in a timely fashion. Explaining resolutions, answering questions, and providing advice as needed.
Repair, configure and maintain hardware, software, and peripherals.
Ability to walk end-user through diagnostic procedures to identify, resolve, or determine the source of error.
Communicate with software and hardware vendors to request service, updates, and resolution of open tickets.
Log, track, and maintain detailed incident reports on all requests.
Assist with the creation of FAQ's and knowledge base articles.
Assist with network installations including cabling and components.
Maintain good working relationships with assigned supervisors and coworkers.
Perform additional duties as required by management.
Support satellite offices and remote users.

Sterling Seacrest Pritchard

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Tier 1 Service Desk Technician