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Service Desk Technician (Level 1)

Overview

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Ad number:#286513432
Contact:Riya
City:Santa Clara, CA
Zip:95051
Compensation:$16/ hour
Posted in: Austin IT Jobs

Description

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Job Title: Service Desk Technician (Level 1)

Location: Austin, TX

Duration: Contract

 

Job Description:

Outline of the Role:

The IT Service Desk Analyst will provide Level 1 technical support to internal staff worldwide. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues

Responsibilities

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Receiving, logging and managing calls from internal staff via telephone and email
  • Maintaining tickets in your queue and track changes 1st line support
  • Troubleshooting of IT related problems from in-house software to hardware, such as Mobile devices, Laptops, PCs, Printers, Outlook, and Lotus notes, soft and hard tokens.
  • Log all calls in the Service Desk Call Logging system (SCSM) currently Service Now.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Proficient in the use of MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups Etc.

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