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IT Service Desk Tier 1 Support

4 months ago

Bethesda, United States Elegant Enterprise-Wide Solutions, Inc. Full time

IT Service Desk Tier 1 Support Services

Tier 1 Support is responsible for logging and initial triage involving providing initial assessments, resolving, and escalating issues within agreed-upon SLAs.

• Perform basic technical trouble shooting to resolve common hardware, software, and network issues and escalates to Tier 2 support for complex problems when necessary.

• Assist with account management tasks including account creation, password resets, access permissions, and maintaining detailed records.

• Build and deploy equipment to customers (i.e. Laptops, Desktops, Mobile devices, printers, video conferencing solutions, peripherals, office phones, etc.) All build/deploy tasks occur in the office. Team members must have the physical capability to lift and carry equipment weighing about 30 pounds when needed.

• Deliverable: Update ServiceNow records on a daily basis with detailed descriptions of all activities performed.