Tier I Help Desk Technician

Job Summary

Providing frontline technical support, the full-time Tier I Help Desk Technician will assist end users in a high-volume contact center environment with troubleshooting, device activation, and service requests for mobile devices, while documenting interactions in ServiceNow.

Key responsibilities

• Provide first-level technical support via phone, chat, and email for mobile devices and connectivity issues
• Create and manage tickets in ServiceNow, ensuring accurate documentation of issues and resolutions
• Assist with mobile device activation and guide users through self-service mobility portals

Required qualifications

• High school diploma or equivalent
• 1-2 years of experience in customer service or technical support preferred
• Experience supporting mobile devices or working with mobile carriers preferred
• Proficiency with computers and general technology platforms
• Ability to work in a fast-paced, high-volume support environment