IT Service Desk Tier 1 Technical Support

Job Description :

Teammates will utilize TeamViewer to deliver remote user support services and work with the Ivanti ticketing system to address Incidents / Service Requests. Teammates will answer technical support calls, work / prioritize tickets accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. This position requires dedication, strong attention to detail, persistence, follow-up, effective utilization of provided resources and OBSESSIVE customer service. Teammate should possess basic technical acumen with the ability to pick up new skills and knowledge ( product and inner working of software and hardware,) and possess the ability to apply learnings gleaned from technical training.

Responsibilities :

• Performs basic to intermediate-level troubleshooting :
• Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc.
• Logs, routes, categorizes, escalates Incidents / SRs
• Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• If issue is unknown, request assistance within ITSD Teams chat, then ITSD Manager, then ITSD Director
• Address phone calls on Softphone; logs ticket for user
• Replies to emails, Teams messages
• Self-starter - Accepts / self-assigns cases from the support queue
• Clearly communicate status on incidents, as well as resolutions
• Provide outstanding customer service and satisfaction
• Ability to work in a team and communicate effectively
• Writes / Reviews SOPs

Skillset / Experience :

Our benefits package includes :