IT Service Desk Technician Tier 1

2 weeks ago

Bowling Green, United States EXOS IT Full time

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:
  • Serve as the first point of contact for all technical support inquiries via phone, email, or ticketing system.
  • Diagnose and troubleshoot hardware, software, and basic network connectivity issues (e.g., LAN/Wi-Fi problems).
  • Provide technical assistance for desktops, laptops, printers, mobile devices, and other peripherals.
  • Assist users with password resets, software installations, and basic configuration settings.
  • Log all support interactions and resolutions in the ticketing system and escalate unresolved issues to Tier 2 or higher.

Networking Support:

  • Troubleshoot basic network issues, including connectivity, IP configurations, and router/switch issues.
  • Assist with network setup and maintenance, including connecting devices to the network and ensuring proper configuration.
  • Collaborate with network administrators to escalate and resolve complex network problems.

System Maintenance:

  • Perform regular system checks and maintenance tasks such as updates, backups, and antivirus scans.
  • Assist in the setup, configuration, and deployment of new hardware and software for users.
  • Support routine administrative tasks, including user account creation and management in Active Directory.

Customer Service & Documentation:

  • Provide excellent customer service, ensuring all issues are addressed in a timely and professional manner.
  • Educate end-users on best practices for system use, security, and troubleshooting common problems.
  • Document issues, solutions, and user guides for common support requests to enhance the knowledge base.


Required Skills & Qualifications:

Education:

  • High School Diploma or GED equivalent (Associate’s degree or technical certifications are a plus).

Experience:

  • 1-2 years of experience in an IT support or helpdesk role.
  • Experience troubleshooting and resolving issues related to hardware, software, and basic networking.
  • Familiarity with ticketing systems and remote support tools.

Technical Skills:

  • Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
  • Experience with Microsoft Windows, macOS, and common software applications (e.g., Microsoft Office, VPN).
  • Understanding of basic Active Directory functions (e.g., password resets, user account creation).
  • Familiarity with setting up and configuring desktops, laptops, printers, and other IT hardware.

Soft Skills:

  • Strong problem-solving skills with attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to work effectively under pressure and manage multiple priorities.
  • Strong customer service orientation, with the ability to explain technical issues to non-technical users.

Preferred Qualifications:

  • CompTIA A+ or Network+ certification.
  • Basic knowledge of network switches, routers, and firewalls.
  • Experience supporting remote users and using remote access tools.

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