Position Description: Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.
Skills Required: Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. In general, follows documented procedures and checklists.
Skills Preferred:
Experience Required: Typically has 6 months to 1 year of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills. Service Desk/Help Desk support preferred. Customer Service experience preferred.
Experience Preferred:
Education Required: High School diploma or equivalent.
Education Preferred:
Additional Information: This position is for a Tier 1 Service Desk technician. They are primarily responsible for initial call/email ticket entry, issue/ request assessment, troubleshooting and documentation. There is some systems administration work involved in this role. Customer service skills are greatly needed in this role.
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