Service Desk Tier I Technician

The Service Desk Tier I Technician provides front-line IT support for users, resolving basic software, hardware, and network issues via phone, email, and remote tools. This entry-level role handles ticket intake and documentation, user account and Active Directory tasks, and follows standardized troubleshooting methods. The technician escalates complex incidents, supports user training on PCs and systems, and works on-site in a fast-paced, shift-based service desk environment., * Provide Tier I phone and email support for software, hardware, and network issues (Explicit)

• Diagnose and troubleshoot user incidents using structured methodologies (Explicit)
• Create, update, and close tickets in the service desk and knowledge systems (Explicit)
• Perform user account and Active Directory administration under defined procedures (Explicit)
• Escalate complex or unresolved issues to higher-tier support as needed (Explicit)
• Guide users through PC, network, and application usage and basic training (Explicit)
• Follow standardized work instructions and document all actions taken (Explicit)
• Support shift-based coverage, including nights and weekends as assigned (Explicit)

• Ticketing System
• Remote Support Tools
• Active Directory
• Troubleshooting Methodology
• Windows Operating Systems
• User Account Administration
• Knowledge Base Usage
• Network Fundamentals
• Email and Phone Support
• Incident Documentation