As a Level 1 Help Desk Technician, you will provide Tier 1 support to our customers via phone and helpdesk ticketing system.
You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier I span of control.
Bachelor’s college degree or at least half way thru it or Tier 1 Support technical degree.
In depth understanding of computer hardware / software.
1+ years helpdesk experience.
Good written and verbal communication skills.
Willingness to work in a fast-paced environment.
Essential Duties and Responsibilities :
Capture incoming technical support issues via phone call or helpdesk ticketing system.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customer.
Direct unresolved issues to the next level of support personnel.
Record events, problems, and resolution in helpdesk ticketing software.