IT Service Desk Representative

Job Summary

Providing essential IT support in a hybrid remote environment, the full-time Tier 1 IT Service Desk Representative will assist users with software installation, troubleshooting, and customer service within a Call Center setting, managing an average of 50 tickets weekly.

Key responsibilities

• Deliver high-quality customer service on support calls while adhering to defined quality standards
• Provide front-line support via phone, live chat, remote desktop tools, and onsite visits as needed
• Assist with the installation, configuration, and use of various application software and mobile devices

Required qualifications

• Minimum of 1 year experience supporting macOS and remote access tools, including VPN
• At least 3 years of experience in IT Call Center environments and supporting Microsoft Windows 10 and Office 365 applications
• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems
• Demonstrated proficiency in business and systems analysis to resolve user issues
• 5 years minimum experience with Incident, Change, or Knowledge Management systems