IT Service Desk Support

Job Summary

Providing first-level telephone and media contact support, the full-time IT Service Desk Support will resolve customer requests related to software, hardware, and network operations while maintaining high service levels in a remote environment.

Key responsibilities

• Respond to and resolve customer requests efficiently, ensuring a high level of first contact resolution
• Accurately document calls and incidents while managing time and workload to meet service level agreements
• Act as a single point of contact for incidents, performing diagnostics to initiate problem management workflows

Required qualifications

• High School diploma or relevant certifications
• 1-2 years of related experience, including 6 months of IT Service Desk experience
• Experience providing Level 3 support for MS Office, MS Exchange, and MS Windows networks
• Working knowledge of data and voice network concepts
• Relevant IT qualifications equivalent to the completion of a certificate course