IT Service Desk Technician Tier I
1 month ago
Job Summary:
We are looking for a highly organized and proactive IT Service Desk Technician - Tier 1 to join our Project Management Office (PMO). The Tier 1 Technician will handle basic troubleshooting, system diagnostics, and support requests while escalating more complex issues to higher-level technicians. The ideal candidate should have a basic understanding of networking concepts and experience in resolving technical issues related to hardware, software, and network connectivity.
Key Responsibilities:
Technical Support:
o Serve as the first point of contact for all technical support inquiries via phone, email, or ticketing system.
o Diagnose and troubleshoot hardware, software, and basic network connectivity issues (e.g., LAN/Wi-Fi problems).
o Provide technical assistance for desktops, laptops, printers, mobile devices, and other peripherals.
o Assist users with password resets, software installations, and basic configuration settings.
o Log all support interactions and resolutions in the ticketing system and escalate unresolved issues to Tier 2 or higher.
Networking Support:
o Troubleshoot basic network issues, including connectivity, IP configurations, and router/switch issues.
o Assist with network setup and maintenance, including connecting devices to the network and ensuring proper configuration.
o Collaborate with network administrators to escalate and resolve complex network problems.
System Maintenance:
o Perform regular system checks and maintenance tasks such as updates, backups, and antivirus scans.
o Assist in the setup, configuration, and deployment of new hardware and software for users.
o Support routine administrative tasks, including user account creation and management in Active Directory.
Customer Service & Documentation:
o Provide excellent customer service, ensuring all issues are addressed in a timely and professional manner.
o Educate end-users on best practices for system use, security, and troubleshooting common problems.
o Document issues, solutions, and user guides for common support requests to enhance the knowledge base.
Required Skills & Qualifications:
Education:
o High School Diploma or GED equivalent (Associate's degree or technical certifications are a plus).
Experience:
o 1-2 years of experience in an IT support or helpdesk role.
o Experience troubleshooting and resolving issues related to hardware, software, and basic networking.
o Familiarity with ticketing systems and remote support tools.
Technical Skills:
o Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
o Experience with Microsoft Windows, macOS, and common software applications (e.g., Microsoft Office, VPN).
o Understanding of basic Active Directory functions (e.g., password resets, user account creation).
o Familiarity with setting up and configuring desktops, laptops, printers, and other IT hardware.
Soft Skills:
o Strong problem-solving skills with attention to detail.
o Excellent verbal and written communication skills.
o Ability to work effectively under pressure and manage multiple priorities.
o Strong customer service orientation, with the ability to explain technical issues to non-technical users.
Preferred Qualifications:
o CompTIA A+ or Network+ certification.
o Basic knowledge of network switches, routers, and firewalls.
o Experience supporting remote users and using remote access tools.
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