Help Desk Tier I Technician

The Help Desk Tier I Technician will answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs. This role creates, updates, and closes out help desk tickets and works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation. The Help Desk will act as the entry point for any and all incidents across the system. This technician performs basic, First Call Resolution (FCR) incident resolution and is responsible for alerting management to recurring problems. This role requires exceptional communication and interpersonal skills to build and maintain professional relationships with the customer base.