Summary/Objective:
The Service Desk Technician I serves as the primary point of contact for end-user IT support. This Tier 1 role focuses on resolving common technical issues, delivering a high-quality customer experience, and ensuring timely resolution or appropriate escalation of incidents. The position is ideal for entry-level to early-career professionals seeking to build foundational IT support skills in a fast-paced, service-oriented environment.
Essential Functions: (These are the required duties and responsibilities)
Technical Support:
· Troubleshoot and resolve issues related to Windows and macOS operating systems, standard business applications, hardware, networking (LAN/WAN, VPN, Wi-Fi), and peripherals (printers, phones, mobile devices).
· Provide support via phone, Microsoft Teams chat, email, remote tools, or in person.
Incident Management & Ticket Management:
· Answer, log, track, and manage incidents and service requests using the ticketing system.
· Prioritize requests according to defined service levels and business impact.
· Maintain clear, accurate, and concise ticket documentation.
· Confirm issue resolution with users prior to ticket closure.
User & Device Administration:
· Perform password resets, account unlocks, account creation, and basic permission changes using Active Directory or similar identity management tools.
· Assist with workstation setup, hardware troubleshooting, and standard software installations.
Documentation & Knowledge Management: Creating and updating knowledge base articles and documentation for recurring issues.
Escalation & Collaboration:
· Identify issues outside Tier 1 scope and escalate to Tier 2 or Tier 3 teams with thorough documentation of troubleshooting steps already taken.
· Collaborate with IT team members to support service desk goals and continuous improvement.
Required Skills & Abilities:
Technical & Problem Solving:
· Basic knowle