IT Service Desk Technician

Job Summary

A company is looking for an IT Service Desk Technician to provide Tier 1 support and assist customers with troubleshooting and problem resolution.

Key Responsibilities

• Serve as the initial point of contact for troubleshooting hardware/software issues and manage support requests
• Ensure adherence to service level agreements and maintain quality assurance in customer service
• Participate in training and development of Knowledge Base Articles for ongoing support improvement

Required Qualifications, Training, and Education

• High school diploma with a minimum of 1 year of relevant experience
• Strong understanding of Service Desk operations and technical skills related to Windows and/or Mac
• Must be a U.S. Citizen and able to obtain Public Trust Clearance
• Experience with IT Service Management (ITSM) or similar applications is preferred
• Must be flexible to work different shifts, including weekends and holidays as needed