Associate Service Desk Technician – Tier I (SCA - Shift 1 & 3, Sat)

The Role:

• Provide professional and timely technical support via phone, chat, and ticketing system.
• Support initial mobile device setup, login credentials, application configuration, and user navigation.
• Accurately document and update support tickets in ServiceNow.

Responsibilities:

• Use probing questions and active listening to understand customer issues.
• Escalate issues appropriately while maintaining ownership through resolution.
• Proactively alert leadership to any emerging issues or trends.

Requirements:

• High school diploma required; Associate's or Bachelor's degree preferred.
• Minimum 1 year of technical support, help desk, or call center experience.
• Strong working knowledge of mobile devices (Android/iOS), tablets, Windows/Mac PCs, and video conferencing platforms.