Help Desk Technician

Job Summary

A company is looking for a Help Desk Technician (Tier 1 Agent).

Key Responsibilities

• Answer incoming calls, emails, and self-service tickets from end users, providing first call resolution for common issues
• Log, track, and update incidents and service requests in ServiceNow, ensuring compliance with ticketing SOPs
• Utilize and contribute to the internal knowledge base, following scripts and workflows for consistent ticket handling

Qualifications

• High School Diploma required; Associate's degree or IT-related coursework preferred
• 1-2 years of prior IT help desk, call center, or desktop support experience
• Familiarity with Windows OS, Microsoft 365 applications, and VPN tools
• Knowledge of ServiceNow or similar ITSM tools strongly preferred
• CompTIA A+ or HDI Desktop Support Technician certification preferred