IT Support Desk Tier 1

Taking calls that come into the Help Desk and making service requests accordingly is essential. Communicating with the requester to ensure they understand the current status of their ticket at the time of dispatch is a key responsibility, as is employing good communication skills to resolve service requests and answer user inquiries regarding computer software or hardware operation to resolve problems. This role uses the Critical Priority Escalation process for all new critical priority service requests and follows the Ticket Flow process. Daily responsibilities also include overseeing the performance of computer systems, observing system functioning to verify correct operations and detect errors, and setting up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.