Summary/Objective:

The Service Desk Technician I serves as the primary point of contact for end-user IT support. This Tier 1 role focuses on resolving common technical issues, delivering a high-quality customer experience, and ensuring timely resolution or appropriate escalation of incidents. The position is ideal for entry-level to early-career professionals seeking to build foundational IT support skills in a fast-paced, service-oriented environment.

Essential Functions: (These are the required duties and responsibilities)

Technical Support:

·         Troubleshoot and resolve issues related to Windows and macOS operating systems, standard business applications, hardware, networking (LAN/WAN, VPN, Wi-Fi), and peripherals (printers, phones, mobile devices).

·         Provide support via phone, Microsoft Teams chat, email, remote tools, or in person.

Incident Management & Ticket Management:

·         Answer, log, track, and manage incidents and service requests using the ticketing system.

·         Prioritize requests according to defined service levels and business impact.

·         Maintain clear, accurate, and concise ticket documentation.

·         Confirm issue resolution with users prior to ticket closure.

User & Device Administration:

·         Perform password resets, account unlocks, account creation, and basic permission changes using Active Directory or similar identity management tools. 

·         Assist with workstation setup, hardware troubleshooting, and standard software installations. 

Documentation & Knowledge Management: Creating and updating knowledge base articles and documentation for recurring issues.

Escalation & Collaboration:

·         Identify issues outside Tier 1 scope and escalate to Tier 2 or Tier 3 teams with thorough documentation of troubleshooting steps already taken. 

·         Collaborate with IT team members to support service desk goals and continuous improvement. 

 Required Skills & Abilities:

Technical & Problem Solving:

·         Basic knowledge of Windows and/or macOS operating systems. 

·         Familiarity with Microsoft 365, email platforms, and common business applications. 

·         Fundamental understanding of hardware, peripherals, and basic networking concepts. 

·         Ability to follow structured troubleshooting processes and think analytically. 

Customer Service & Communication:

·         Strong verbal and written communication skills. 

·         Ability to explain technical concepts in clear, user-friendly language. 

·         Patient, service-oriented approach with a focus on user satisfaction. 

Organize & Work Style

·         Strong attention to detail, particularly in ticket documentation. 

·         Ability to manage and prioritize multiple requests in a fast-paced environment. 

·         Ability to work effectively both independently and as part of a team. 

Experience: 

·         1–2 years of experience in a help desk, service desk, technical support, or customer service role preferred. 

·         Entry-level candidates with strong customer service skills and technical aptitude are encouraged to apply. 

Education & Certifications

Minimum: High school diploma or GED; relevant training or certifications preferred. 

Preferred: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or Information Systems. 

Common Certifications (Preferred): 

·         CompTIA A+ 

·         CompTIA Network+ 

·         CompTIA Security+ 

·         ITIL Foundation 

Work Environment & Physical Demands:

·         Hybrid work environment with prolonged periods of sitting and computer use. 

·         Must be able to lift up to 15 pounds occasionally. 

Work Authorization Requirements: Authorized to work in the USA.

Equal Employement Opportunity Statement

 The Company is committed to hiring a diverse and qualified workforce. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status under applicable law.

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Growth Opportunities:

• Opportunity to advance into Tier 2 support or specialized IT roles. 

• Exposure to broader IT systems, tools, and operational processes.