Job description

Tier 1 Service Desk Technician Job Description

Job Summary: The Service Desk Tier I Technician will be responsible for resolving IT-related issues, answering questions, and providing guidance to clients. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work collaboratively with other teams within the organization.

Key Responsibilities:

· Respond to technical support tickets submitted by clients and resolve issues in a timely and efficient manner.

· Troubleshoot and resolve technical issues related to hardware, software, network connectivity, and other IT-related issues.

· Provide technical guidance and support to clients, answering questions and providing information about the products and services we offer.

· Document all service requests, incidents, and resolutions in the ticketing system.

· Escalate complex technical issues to the Tier II Service Desk team for resolution.

· Collaborate with other IT teams to identify and implement solutions to recurring issues and improve the overall client experience.

· Continuously improve technical knowledge and skills through training and professional development opportunities.

Qualifications:

· Associate degree in computer science, information technology, or related field preferred.

· Minimum of 1 year of experience in a technical support role, preferably within an IT Managed Services Provider environment.

· Strong technical background and experience with common Service Desk tools, including remote support tools, ticketing systems, and monitoring tools.

· Excellent communication and interpersonal skills, with the ability to communicate technical information to both technical and non-technical audiences.

· Ability to work effectively in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously.

· ITIL certification or equivalent experience is preferred.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Night shift
• Weekend availability

Ability to commute/relocate:

• Clearwater, FL 33760: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Microsoft Office: 1 year (Preferred)

Work Location: One location

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