Staff4Me is seeking a motivated and customer-focused Tier 1 IT Service Desk Associate to join our team. As a Tier 1 IT Service Desk Associate, you will be the first point of contact for our clients IT-related issues and requests. You will provide high-quality technical support and excellent customer service to ensure the resolution of problems in a timely manner.
Responsibilities
The Tier 1 Service Desk associate is responsible for fielding agent inquiries via phone, chat, and e-mail. Triaging those issues and providing resolution or escalation based on a set standard.
- Assist users with MFA enrollment. May make outbound call to user
- Active Directory password resets via Adaxes. May make outbound call to user
- Assign SHG#s to groups inside of Adaxes
- Example: Placing SHG#s from IT Collections into (disabled) group
- Assign users to security group inside of Adaxes
- Example: Folder access to O drive
- Create user accounts:
- Active Directory
- Email/Citrix
- TSI
- DSSI
- Matrix
- User
- Surveyor
- Agency
- Other
- Other accounts as desired
- Answer inbound calls to resolve password resets
- Answer inbound calls to diagnose/resolve software and or hardware related user issues. Fill in ticket on user's behalf
- Additional and/or Optional:
- Installs, modifies, and makes minor changes to computer software systems
- Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity. Maintains documentation on troubleshooting completed for ongoing issues
- Trains users on new software through a variety of tutorial channels, including self-guided training, user manuals, and digital instruction pages
- Documents hardware and software updates
- Keeps up to date on technical advancements by attending educational workshops and reviewing professional publications
- Responds to tickets as they are triaged to ensure agents/supervisors have a transparent understanding of resolution timeline
Requirements
- 1+ years of experience in an IT support role or a similar position
- Strong technical knowledge and troubleshooting skills across various hardware and software systems
- Excellent communication and customer service skills
- Ability to handle multiple tasks and prioritize workload in a fast-paced environment
- Experience with ticketing systems and remote support tools
- Knowledge of operating systems (Windows, macOS, Linux), Microsoft Office Suite, and common software applications
- Basic knowledge of networking concepts and protocols
