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Help Desk Specialist

3 months ago

Colorado Springs, United States System Soft Technologies Full time

IT Service Desk

Help Desk Technician


City of Colorado Springs

Onsite


The Service Desk team works collaboratively with users and Information Technology (IT) team members to ensure customer computers, desktop phones, mobile devices, peripherals and core services are available and operational to provide a quality customer experience at all times.


They document and resolve IT tickets related to hardware, software, network and general computer and peripheral usage.


The Tier 1 Technicians provide first-line single point of contact support. They answer the phone when you call, receive the email or ticket when you submit them, or greet you at the walk-up desk.


Their main goal is to provide First Contact Resolution (FCR). Where FCR is not possible, the Tier 1 technician fully documents the troubleshooting steps they took and escalates the incident or request to Tier 2 for resolution.


In addition to responding to tickets, the Service Desk is responsible for communicating to City Departments for service interruptions and other IT related notifications.