Service Desk Analyst Tier 1

The Service Desk Tier 1 technician shall be responsible for answering calls related to customer IT incidents or requests, responding to and resolving "IT" Service Desk tickets on a timely manner.

Requirements

• Answering calls related to customer IT incidents or requests
• Analyzing incidents or problems, identifying root causes, diagnosing, troubleshooting, and resolving a range of medium to complex software, hardware, and connectivity issues
• Supporting end users with software and hardware incident and requests remotely and effectively analyzing, troubleshooting research, resolving, tracking, and when necessary, escalating or reassigning tickets
• Entering all IT related calls into a ticketing database and escalating tickets to the appropriate office or staff member if the incident or request cannot be resolved at the Service Desk Tier 1 level
• At least 2 years of experience with resolving and recording software and hardware customer incidents and requests
• At least 2 years of experience with effectively analyzing, troubleshooting, researching, resolving tracking, documenting and when necessary escalating customer incidents and requests to the appropriate office or staff member using a ticketing database (Remedy)
• At least 2 years working knowledge of and experience with PCs, laptops, tablets, peripherals, and related hardware technologies; Microsoft Windows XP, Windows 7, Windows 10 Operating System, the latest version of Microsoft Office and a host of other commonly used software