Tier 1 Service Desk Technician

  • location: Silver Spring, MD
  • type: Contract

job description

Tier 1 Service Desk Technician

Essential Duties & Responsibilities:

Service Desk Support:

  • Answer incoming technical support phone calls; manage service desk ticket queue.
  • Provide technical assistance / support for desktops, laptops and tablets
  • Apply problem-solving skills to resolve phone, email and "walk-in" Service Desk cases; analyze and troubleshoot problems and applies understanding of software and hardware products and services to resolve reported issues.
  • Follow up with internal and external resources in order to resolve open cases.
  • Document steps taken for troubleshooting and problem resolution to assist others with understanding what steps have already been taken.
  • Create documentation for future reference as it relates to resolving the call at point of contact.
  • Deliver high levels of customer service. Ensure Service Level Agreements are being met
  • Identify trends and communicate them to management so that the core problems can be resolved quickly.
  • Escalate issue to the next level when appropriate.
Qualifications:

  • Bachelor's degree in related field with at least 1-2 years of relevant, recent technical support experience required
  • Experience troubleshooting both Windows and Mac operating systems
  • Can operate with minimal supervision and to make decisions independently when needed.
  • Maintains highest level security when granting access to network resources and IT access areas.
  • Microsoft Operating Systems including Windows 7, MS Exchange /Outlook environments and browser functions; Symantec suite of products such as Ghost. Microsoft Applications including the MS Office Suite and Office365 Suite is required.
  • Acquires and maintains a level of knowledge for supported products and support policies.

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