Service Desk Technician
Core
First-level IT support technician resolving hardware, software, and application issues for end-users.
Role type
Service Desk Technician (Level 1 Support)
Builds
IT incident resolution and service request fulfillment
Domain
IT Service Management / Help Desk
Deliverable
client delivery
Required skills
troubleshooting hardware and software, managing support tickets, escalating complex issues, following established processes
Preferred skills
Government Security Clearance, previous help desk or customer service experience
Responsibilities
Provide first-level technical support for IT incidents and service requests, diagnose and resolve hardware/software/application issues, manage and update support tickets within service levels, escalate complex issues to specialist teams, build positive relationships with customers, contribute to team knowledge-sharing and service improvement initiatives
