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Service Desk L1 support

Compunnel Inc.
Alpharetta, GA, United States
27 days ago
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Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Experience level
Experienced
Experience required
2 years minimum
Compensation
$37,440.0 - $39,520.0
Working hours
Regular working hours
Job source
www.indeed.com

Tech stack

Apple Mac Systems Issue Tracking Systems Virtual Private Networks (VPN) Networking Basics Office Suite TCP/IP Windows Desktop Wi-Fi Technology

Job description

  • User Support: Answer incoming calls, chats, and emails from users needing tech help.
  • Incident Management: Log, track, and categorize all support requests using an IT service management (ITSM) ticketing system.
  • Basic Troubleshooting: Fix common issues like password resets, printer connections, basic software installations, and VPN access.
  • Escalation: Route complex or unresolved issues to appropriate Level 2/3 technical teams.
  • Documentation: Record clear troubleshooting steps and update knowledge base articles.

Requirements

  • Communication: Clear verbal and written skills to explain fixes to non-technical users.
  • Technical Basics: Familiarity with Windows, macOS, office productivity suites, and basic networking (Wi-Fi, TCP/IP).
  • Experience: 2 to 4 years of experience in an IT support or customer service role.
  • Certifications (Preferred): CompTIA A+, ITIL Foundation, or Microsoft equivalents.
  • Work Style: Patience, problem-solving aptitude, and the ability to manage stress in a fast-paced environment.

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