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.
