Service Desk Analyst Tier 1

Overview

SUMMARY:

The Service Desk Tier 1 technician shall be responsible for answering calls related to customer IT incidents or requests.  Tier 1 technicians shall be responsible for responding to and resolving “IT” Service Desk tickets on a timely manner. The persons assigned to this function will work directly with end users either remotely or at the customer’s location until the incident or request is resolved/escalated.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for answering calls related to customer IT incidents or requests. Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues.
• Responsible for supporting end users with software and hardware incident and requests remotely and must be able to effectively analyze, troubleshoot research, resolve, track, and when necessary, escalate or reassign tickets to the appropriate office or staff member using a ticketing designed database (Remedy).
• Responsible for asking probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor.
• Responsible for entering all IT related calls into a ticketing database and escalate (assign or reassign) the ticket to the appropriate office or staff member if the incident or request cannot be resolved at the Service Desk Tier 1 level.

EDUCATION AND EXPERIENCE:

• General understanding and knowledge of the Microsoft computing environment.

• At least 2 years of experience or more with resolving and recording software and hardware customer incidents and requests.

• At least 2 years of experience with effectively analyzing, troubleshooting, researching, resolving tracking, documenting and when necessary escalating customer incidents and requests to the appropriate office or staff member using a ticketing database (Remedy).

• At least 2 years working knowledge of and experience with PCs, laptops, tablets, peripherals, and related hardware technologies; Microsoft Windows XP, Windows 7, Windows 10 Operating System, the latest version of Microsoft Office and a host of other commonly used software.
• CompTia A+ certification is required for this position.

SKILLS, KNOWLEDGE AND ABILITIES:

• Must possess a good understanding of basic networking technologies; e-mail systems, remote desktop applications, desktop applications, IT troubleshooting techniques, and shall possesses good written and oral communication skills.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system.

SUPERVISORY RESPONSIBILITIES:

None.

ADDITIONAL QUALIFYING FACTORS:

As a condition of employment, must pass a pre-employment drug screening, as well as have acceptable reference and background check results.

As an equal opportunity employer, The Tatitlek Corporation recognizes that our strength lies in our people.  Discrimination and all unlawful harassment, including sexual harassment, in employment is not tolerated.  We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment.  We support and obey laws that prohibit discrimination everywhere we do business.