Provide first-level technical support by guiding, assisting, coordinating, and following up on client issues related to systems, applications, hardware, and software supported by IT. Respond to client inquiries regarding support procedures, processing requests, system status, network connectivity, and hardware or software issues.
Document and track incidents, service requests, and inquiries; resolve issues directly when possible or route them to the appropriate technical team or vendor for resolution. Monitor progress and follow up to ensure timely resolution and client satisfaction. Escalate complex or unclear issues to senior team members as needed.
Perform additional duties as assigned. Success in this role requires strong analytical, problem-solving, and communication skills, sound judgment, and the ability to work effectively with both clients and internal IT teams. This position o
Skills:
- Windows 10
- Microsoft O365 Suite
- Working knowledge or familiarity with Active Directory
- Basic Networking
- Working knowledge or familiarity of Software Deployment tools (SCCM)
- iOS/Android experience
- Excellent troubleshooting skills
- Excellent customer service skills
- Quality research skills to aid in troubleshooting and resolution of user problems.
- Experience using ticketing systems for incident and request management.
- Thorough ticketing management skills.
- Excellent attendance
Ideal Qualifications
Previous experience staffing an internal Service Desk and being part of a small team environment. Candidate must possess excellent customer service skills and be able to work with and communicate with other support teams within the IT department. Knowledge of ITIL processes.
Education:
- High School Diploma required.
Preferred but not required:
- CompTIA A+ Certification
- Previous Customer Service Experience