IT Service Desk Technician Tier I
We are looking for a highly organized and proactive IT Service Desk Technician - Tier 1 to join our Project Management Office (PMO). The Tier 1 Technician will handle basic troubleshooting, system diagnostics, and support requests while escalating more complex issues to higher-level technicians.
The ideal candidate should have a basic understanding of networking concepts and experience in resolving technical issues related to hardware, software, and network connectivity.
Key Responsibilities:Technical Support: o Serve as the first point of contact for all technical support inquiries via phone, email, or ticketing system.
o Diagnose and troubleshoot hardware, software, and basic network connectivity issues (e.g., LAN/Wi-Fi problems).o Provide technical assistance for desktops, laptops, printers, mobile devices, and other peripherals.
o Assist users with password resets, software installations, and basic configuration settings.
o Log all support interactions and resolutions in the ticketing system and escalate unresolved issues to Tier 2 or higher.
Networking Support: o Troubleshoot basic network issues, including connectivity, IP configurations, and router/switch issues.
o Assist with network setup and maintenance, including connecting devices to the network and ensuring proper configuration.o Collaborate with network administrators to escalate and resolve complex network problems.
System Maintenance: o Perform regular system checks and maintenance tasks such as updates, backups, and antivirus scans.
o Assist in the setup, configuration, and deployment of new hardware and software for users.o Support routine administrative tasks, including user account creation and management in Active Directory.
Customer Service & Documentation: o Provide excellent customer service, ensuring all issues are addressed in a timely and professional manner.
o Educate end-users on best practices for system use, security, and troubleshooting common problems.o Document issues, solutions, and user guides for common support requests to enhance the knowledge base.