What are the responsibilities and job description for the L1 Desktop Support position at First Soft Solutions LLC?
We are urgently hiring for L1 Desktop Support
Location: Jersey City, NJ (Onsite
First Point of Contact: Level 1 technicians are on the front lines, acting as the initial point of contact for users experiencing IT issues. This often involves taking calls, responding to emails, or managing support tickets submitted through a help desk system.
Troubleshooting and Problem Resolution: Their primary goal is to resolve simple, common issues quickly.
Location: Jersey City, NJ (Onsite
First Point of Contact: Level 1 technicians are on the front lines, acting as the initial point of contact for users experiencing IT issues. This often involves taking calls, responding to emails, or managing support tickets submitted through a help desk system.
Troubleshooting and Problem Resolution: Their primary goal is to resolve simple, common issues quickly.
- Provide on-site desktop support for hardware, software, and connectivity issues.
- Perform hands-and-feet support for servers, network devices, and infrastructure.
- Install, configure, and troubleshoot laptops, desktops, printers, and peripherals.
- Coordinate with remote teams to escalate and resolve complex issues.
- Manage ServiceNow tickets, ensuring timely and effective user communication.
- Maintain accurate asset records and adhere to ITIL service practices.
- Prioritize First Call Resolution (FCR) and improve Tech CSAT scores