Job Summary:
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:
- Serve as the first point of contact for all technical support inquiries via phone, email, or ticketing system.
- Diagnose and troubleshoot hardware, software, and basic network connectivity issues (e.g., LAN/Wi-Fi problems).
- Provide technical assistance for desktops, laptops, printers, mobile devices, and other peripherals.
- Assist users with password resets, software installations, and basic configuration settings.
- Log all support interactions and resolutions in the ticketing system and escalate unresolved issues to Tier 2 or higher.
Networking Support:
- Troubleshoot basic network issues, including connectivity, IP configurations, and router/switch issues.
- Assist with network setup and maintenance, including connecting devices to the network and ensuring proper configuration.
- Collaborate with network administrators to escalate and resolve complex network problems.
System Maintenance:
- Perform regular system checks and maintenance tasks such as updates, backups, and antivirus scans.
- Assist in the setup, configuration, and deployment of new hardware and software for users.
- Support routine administrative tasks, including user account creation and management in Active Directory.
Customer Service & Documentation:
- Provide excellent customer service, ensuring all issues are addressed in a timely and professional manner.
- Educate end-users on best practices for system use, security, and troubleshooting common problems.
- Document issues, solutions, and user guides for common support requests to enhance the knowledge base.
Required Skills & Qualifications:
Education:
- High School Diploma or GED equivalent (Associate’s degree or technical certifications are a plus).
Experience:
- 1-2 years of experience in an IT support or helpdesk role.
- Experience troubleshooting and resolving issues related to hardware, software, and basic networking.
- Familiarity with ticketing systems and remote support tools.
Technical Skills:
- Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
- Experience with Microsoft Windows, macOS, and common software applications (e.g., Microsoft Office, VPN).
- Understanding of basic Active Directory functions (e.g., password resets, user account creation).
- Familiarity with setting up and configuring desktops, laptops, printers, and other IT hardware.
Soft Skills:
- Strong problem-solving skills with attention to detail.
- Excellent verbal and written communication skills.
- Ability to work effectively under pressure and manage multiple priorities.
- Strong customer service orientation, with the ability to explain technical issues to non-technical users.
Preferred Qualifications:
- CompTIA A+ or Network+ certification.
- Basic knowledge of network switches, routers, and firewalls.
- Experience supporting remote users and using remote access tools.
