Job Summary
The role involves delivering primary technical assistance to users via telephone, email, and remote-support tools. The technician is responsible for identifying and resolving various issues related to hardware, software, networks, accounts, and Microsoft Office applications. Additional duties include monitoring incidents, updating the knowledge database, escalating intricate issues, adhering to service-level agreements, and contributing to team training and procedural enhancements.
Responsibilities
- Provide first-level technical support to end-users through various communication channels.
- Diagnose and resolve hardware, software, network, account, and Microsoft Office problems.
- Track incidents and maintain an updated knowledge base.
- Escalate complex issues to higher-level support as needed.
- Ensure compliance with service-level targets.
- Participate in team training sessions and contribute to process improvements.
Qualifications
- 1-2 years of experience in a service desk or call center environment.
- Associate degree, technical training, or a comparable combination of education and professional experience.
- Proficient customer service and communication skills.
- Technical aptitude and strong problem-solving abilities.
- Knowledge of Windows 10 and 11 operating systems.
- Familiarity with remote desktop tools is expected.
- A+ certification is preferred but not mandatory.
