IT Support Services Tier 1 Level 1

employees).

Principle Responsibilities

• Basic Help Desk Functions (Password resets, map drives  printer troubleshooting and installation,
• how to questions) Respond to inbound calls, voicemails, and online tickets 
• Utilize Help Desk logging software by documenting each ticket with accuracy and consistency.
• Track, monitor and follow up on incidents and tasks by reviewing the open incident report daily to
• ensure SLAs, OLAs and the follow up schedule are met
• Maintain compliance with all IT General Controls, Policies and Procedures.
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Install approved software application; 
• Utilize Support Tools (Remote tools, Diagnostic tools, and Support database applications)
• Troubleshoot/Support company approved hardware (Computers, peripherals) 
• Working knowledge of mobile devices for  email and security configuration (primarily Android and
• IOS based)
• Familiar with Google products (Apps, Gmail) and  Microsoft Windows and Office Suite; 
• Maintain high quality of service while remaining within call time guidelines
• Walk users through problem solving steps
• Create, modify and disable various accounts
• Escalate issues as necessary within team or other IT teams as needed
• Other duties as assigned (special projects)

Education & Qualifications (Required and Preferred):

• High school diploma
• Minimum 1-2 years Help Desk/Technical Support experience 
• Experience with Ivanti ticketing system (Preferred but not required) 
• Excellent customer service skills, including verbal and written communication skills 
• Troubleshooting and problem solving skills, including supporting many web-based applications 
• Ability to actively listen and work in a team environment
• A+ Certification preferred
• Windows 7 or higher
• Google App support preferred

 

This job posting is open for 4 weeks.

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