Service Desk Technician - Level 1
Service Desk Technician - Level 1
Integrated IT (IIT) is seeking a Remote Support Technician for their Service Desk - Call Center.
Direct Relationships:
- Personal work relationships are with the Remote Support Center (RSC) staff and reputed company other IIT departments. The work requires a professional approach with reputed company IIT Clients in reputed company situations while ensuring reputed company information is kept strictly confidential as required.
- reputed company first line support to the end users calling into the IIT Call Center
- Monitor and respond quickly and effectively to requests received through email or the reputed company Client Portal
- Monitor Help Desk tickets and process requests based on reputed company and escalate as necessary
- Basic IT Support relating to technical issues involving reputed company’s core business applications and operating systems
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and reputed company
- Basic remote reputed company solution implementation and support: VPN, Terminal Services, and reputed company
- System documentation maintenance and review in reputed company
- Communication with customers as required: keeping them informed of incident reputed company, notifying them of impending changes or agreed outages
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Work with the Scheduling Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and reputed company
- Escalate service requests that require Remote Support Engineer level support
- Work on special projects as they arise
- Associate’s Degree in Information Systems, Business or reputed company field
- Technical ability to troubleshoot production hardware or software issues
- Analytical and problem solving skills
- Ability to adapt and adjust to changing work situations, processes, and procedures
- Willingness to work reputed company with occasional evening and weekend hours
- Strong verbal and written communication skills - good technical writing skills a plus
- A+ certification or MCP a plus
- Customer Service experience
- At least 1 year of relevant technical experience