Job Description

Position Description: Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.

Skills Required: Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. In general, follows documented procedures and checklists.

Skills Preferred:

Experience Required: Typically has 6 months to 1 year of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills. Service Desk/Help Desk support preferred. Customer Service experience preferred.

Experience Preferred:

Education Required: High School diploma or equivalent.

Education Preferred:

Additional Information: This position is for a Tier 1 Service Desk technician. They are primarily responsible for initial call/email ticket entry, issue/ request assessment, troubleshooting and documentation. There is some systems administration work involved in this role. Customer service skills are greatly needed in this role. Della Infotech

Job Tags

Work experience placement,

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