IT Service Desk Representative
Core
Provide Tier 1 technical support to students, faculty, and staff by troubleshooting, resolving, and escalating IT issues across hardware, software, and systems.
Role type
IT Service Desk Representative (Tier 1)
Builds
IT support services for a college community
Domain
Higher Education / IT Support
Deliverable
client delivery
Required skills
troubleshooting, incident management, customer service, problem solving, time management, verbal and written communication, Microsoft Office proficiency, Windows OS installation
Preferred skills
Microsoft Office Specialist (MOS) certification
Technologies
Microsoft Office Professional, Microsoft Windows operating system
Responsibilities
Identify, classify, diagnose, log, update, resolve, and track incidents and service requests; escalate inquiries to higher levels; answer and process customer requests via multiple communication channels; provide information security advice; serve as backup for other staff duties; perform emergency assignments to ensure service continuity.
Seniority
Entry-level to Junior, hands-on IC
