IT Service Desk Support 1

3 days ago

Albany, New York, United States Repeat Business Systems, Inc. Full time $40,000 - $70,000 per year

IT Engineer Position Description: Service Desk

Support Specialist I

Department: Managed Services / Service Desk

Reports To:

Location: Albany N.Y.

FLSA Status: Non-Exempt

Job Type: Full-Time

Position Description

Level 1 technicians are typically the first to field support calls or requests. Duties encompass problem reception and documentation, basic troubleshooting, resolution of routine issues, and escalations to higher levels for complex problems, when necessary. Level 1 technicians possess a patient, and helpful demeanor and demonstrate enthusiasm for providing supportive assistance. Level 1 support excels in solving problems like password resets, connection issues, queries related to standard software usage, and minor hardware hiccups.

Core Responsibilities

First-Line Support:

  • Serve as the initial point of contact for users experiencing technical difficulties.
  • Accurately document support requests, user interactions, and troubleshooting steps.
  • Diagnose and resolve basic hardware and software issues using standard procedures and tools.
  • Provide solutions to common IT problems such as password resets, network connectivity issues, and software usage questions.

Escalation & Documentation:

  • Identify and escalate complex or unresolved issues to Level 2 or Level 3 support as appropriate.
  • Maintain detailed and accurate records of support requests, resolutions, and ongoing issues.
  • Contribute to the internal knowledge base by documenting recurring issues and solutions.

Communication & Customer Service:

  • Communicate clearly and patiently with users, explaining technical solutions in a user-friendly manner.
  • Provide timely updates to users regarding the status of their support requests.

Additional Responsibilities:

  • Provide remote assistance using remote control tools and applications.
  • Assist with basic hardware and software installations and configurations.
  • Perform routine preventative maintenance on workstations and peripherals.
  • Ensure adherence to company security and safety standards.
  • Collaborate with other IT professionals to resolve issues and improve service delivery.

Skills and Qualifications:

  • Technical Knowledge:

    Basic understanding of computer hardware, software, and networking concepts.
  • Customer Service:

    Strong communication skills, patience, and the ability to explain technical information clearly to non-technical users.
  • Troubleshooting:

    Ability to diagnose and resolve basic technical issues using standard tools and procedures.
  • Problem Solving:

    Analytical thinking with the ability to identify problems, apply logical solutions, and document outcomes.

Education & Experience:

  • High school diploma or GED required; additional technical training or certifications preferred.
  • Previous experience in a customer service or technical support role is a plus.

Salary based on experience.

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