Help Desk Tier I Technician

Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs. Creates, updates and closes out help desk tickets. Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation. Provide Tier I support for customers, which include incident management activities such as basic fixes, general troubleshooting, and non-invasive corrective actions. The Help Desk will act as the entry point for any and all incidents across the system. Responsible for alerting management to recurring problems and patterns of problems. Assign tickets to Tier 2/3 technicians as necessary. Coordinate security and situational awareness concerns with TekSynap Management. Participate in regular team meetings and process improvement projects and training. Exceptional communication and interpersonal skills to build and maintain professional relationships with our customer base as well as office staff.