IT Service Desk Level 1 Engineer

Job Summary

The IT Service Desk Level 1 Engineer is responsible for facilitating the best support to our clients by both monitoring and managing incoming client requests so they can be triaged and then assigned to the appropriate team. Should have excellent customer service skills, computer operation skills and basic understanding of terminology for computer and phone systems.

Primary Job Duties/Responsibilities

• Answer calls to our service desk and enter tickets.
• Triage / process new tickets to ensure support tickets do not fall through the cracks.
• Responsible for entering tickets and time in our ticketing system in real time.
• Document processes and procedures as needed.
• Providing premier technical assistance and consulting to valued customers.
• Troubleshooting system and network issues through root-cause analysis and implementing solutions.
• Responding to internal trouble ticket system requests and accurately documenting the path to resolution.
• Providing on-call support as part of a scheduled rotation with other team members.
• Demonstrate high emotional intelligence (EQ) while interacting with customers and peers.
• Follow procedures, suggest enhancements to procedures, and provide superior client and internal communication.
• Log detailed activities, track calls/requests utilizing ticketing software, and maintain historical records related to problem documentation and resolution.

OTHER DUTIES AS MAY BE ASSIGNED

Qualifications

• 2+ years experience providing outstanding customer technical support
• Basic computer and operating system knowledge

Other

• Interpersonal skills: telephony, communication, active listening, and customer care
• Ability to multi-task and adapt to changes quickly.
• Ability to type a minimum of 50 words per minute to ensure quick and accurate entry of service request details.
• Ability to learn and understand of all key services for which support is being provided, as well as support tools, techniques, and how technology is used to provide service.