Job Description

Overview

SUMMARY The Level I Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Responsibilities

Strategy & Planning

  • Alert management to emerging trends in incidents.

    • Acquisition & Deployment

  • Deploy pre-packaged software using distribution tools and processes as requested by end users.

    • Operational Management

  • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteo...

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