Tier 1 Help Desk

Core Responsibilities

Respond to user inquiries via phone, email, chat, or ticketing systems.

Log and track support requests using help desk ticketing system.

Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.

Provide step-by-step guidance to users for troubleshooting common problems.

Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system.

Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.

Technical Support Tasks

Install, configure, and update software on user devices.

Assist with password resets, account lockouts, and access issues.

Support basic printer, scanner, and peripheral troubleshooting.

Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).

Documentation & Reporting

Document and report solutions and procedures for recurring issues for leadership review.

Maintain and report accurate records/tickets of support interactions and resolutions.

Contribute to knowledge base articles for fellow co‑workers and users to assist at arriving at self‑service solutions.

Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.

Customer Service & Communication

Maintain a professional and empathetic tone when dealing with users and co‑workers.

Communicate technical information clearly to non‑technical users.

Document and reply provide updates on ticket status and possible resolutions.

Actively participate in team environment assisting co‑workers when needed.

Compliance & Security

Ensure adherence to all IT and departmental policies and procedures.

Report potential security incidents or breaches to appropriate teams or team leaders.

This position is mission essential, may include work on holidays when required.