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Level 1 Support Desk Technician
3 weeks ago
LEVEL 1 SUPPORT DESK TECHNICIAN
Nashville, TN
Job Description:
The Level 1 Support Desk Technician will be the first line of support and work with Level 2 and Level 3 Engineers to support a client base of over 100 companies. In this role, you will be responsible for answering, updating, and replying to help desk inquiries and performing basic server and technology troubleshooting. Help desk is the first level of support and communication for clients. Support desk is responsible for first response in answering, updating and replying to open tickets sent into the support desk by phone or email. Need to be able to identify and organize tickets according to priority, do basic troubleshooting, and escalate tickets to appropriate engineers as needed. Strong aptitude in Windows and MAC OS, troubleshooting hardware and installation, general computer troubleshooting, application upgrades and assist support staff with field work as needed. Work requires knowledge of computer logic and methodology to run computer systems. Work requires the ability to research and perform minor repairs to computer equipment.
QUALIFICATION - EXPERIENCE - KNOWLEDGE:
- Excellent written & verbal communication
- Able to identify and organize tickets according to priority
- Distribute tickets to engineers and technicians
- Creative approach to problem solving
- Be able to work in a team environment
- Needs to be able to multitask
- Assist with fieldwork as requested
- Needs to have basic knowledge of Microsoft desktop O/S, Microsoft Office applications, and basic networking topologies.
- Sets and loads computer equipment with required items
