Job Description
Summary:
The Tier 1 IT Service Desk Representative provides frontline support for end-users by diagnosing and resolving basic technical issues. Responsibilities include managing incident tickets, resolving user issues related to software, hardware, and connectivity, and escalating when necessary. Qualifications: Associate’s or Bachelor’s degree in IT or related field Required Certifications: CompTIA A+ or Network+ Microsoft 365 Certified: Modern Desktop Administrator Associate ITIL Foundation Certification Technical Proficiencies: Basic configuration and troubleshooting of: COTS software and hardware (PCs, Macs, printers, mobile devices) Windows, macOS, iOS, Android platforms TCP/IP tools and network protocol commands Active Directory (AD) user/account administration Microsoft Office 365 (ProPlus, SharePoint, Exchange Online) Remote access support (Cisco AnyConnect, VPN, RSA SecurID) Mobile Device Management (Intune, Workspace ONE, JAMF, Apple Business Manager) Incident, change, and knowledge management systems (BMC Helix/Remedy) Experience: Minimum 1 year supporting macOS and remote access tools Minimum 3 years in an IT call center or help desk environment Minimum 3 years AD administration experience Minimum 3 years supporting Microsoft Windows 10 and Office 365 Minimum 3 years supporting iOS/Android mobile platforms Minimum 5 years using enterprise ITSM tools like BMC Helix or Remedy Additional Requirements: Strong communication and customer service skills are essential, as the Tier 1 IT Service Desk Representative serves as the first point of contact for technical support. The ability to prioritize tasks, follow documented procedures, and work both independently and collaboratively in a fast-paced environment is critical. May be subject to background checks or other security clearances
Job Tags
Work at office, Remote work,
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