POSITION SUMMARY: The Tier 1 Help Desk Technician is primarily responsible for being the first point of contact for all IT-related queries via phone calls and support tickets. The role involves PC imaging, deployment of new PCs, and providing immediate assistance and guidance to end users.
PRIMARY ACCOUNTABILITIES AND RESPONSIBILITIES: ACCOUNTABILITY 1: Serves as the first point of contact for users seeking technical assistance over the phone or through support tickets. Ensures a high level of customer service and satisfaction.
ACCOUNTABILITY 2: Performs PC imaging and prepares systems for deployment. Assists in the deployment of new PCs and provides initial setup support to end users.
ACCOUNTABILITY 3: Troubleshoots basic technical issues and escalates complex problems to the appropriate support teams. Keeps a record of issues and solutions to build a knowledge base for future reference.
ACCOUNTABILITY 4: Manages user accounts and access controls. Provides assistance with password resets, account creations, and permission settings.
ACCOUNTABILITY 5: Installs, modifies, and repairs computer hardware and software. Runs diagnostic programs to resolve problems.
ACCOUNTABILITY 6: Follows up with customers to ensure that their IT needs have been met and that they are satisfied with the service.
SECONDARY DUTIES AND RESPONSIBILITIES: Provides basic training and guidance to new users on system functionalities. Assists in maintaining IT inventory and tracking of hardware and software assets. Participates in IT projects as required and performs additional tasks as assigned. EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS: High school diploma or equivalent; technical degree or certifications preferred. CompTIA A+ certification or similar credentials highly desirable. Experience in a help desk or customer service role preferred. Familiarity with PC imaging software and processes. Basic understanding of computer systems, mobile devices, and other tech products. Ability to diagnose and resolve basic technical issues. Excellent communication skills, both verbal and written. Strong customer service orientation and problem-solving skills. Ability to work well in a team and adapt to a fast-paced environment. Commitment to continuous learning and improvement in IT support.
