What are the responsibilities and job description for the Level 1 Service Desk - HYBRID in Rock Hill, SC position at TEK Connexion?
On-site days are Tuesday, Wednesday and Thursday in Rock Hill, SC.
Remote Monday and Friday
The role of the Service Desk Tier 1 Analyst is to provide first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests. The Tier 1 Analyst is the first point of contact at the Service Desk and will escalate to Tier II when applicable. In addition, will filter Service Desk calls and follow documented procedures on break / fix or supporting an application with the client. They will gather and analyze information about the users issue to resolve their problem. Level 1 may also provide support for identified Level 2 configuration solutions that have been documented. Tier 1 Analysts are responsible for meeting the Service Desk Service Level Agreement and KPI metrics
Duties and Responsibilities in order of priority:
- Assures smooth handling of individual problems from call-in through resolution. Practicing Total Contact ownership.
- Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone, E-mail and chat queues.
- Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following: Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone /IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem, etc.)
- Escalates/Coordinates with 2nd level support to resolve problems when necessary.
- Assists peers with troubleshooting, SD processes and procedures.
- Maintains ticket queues by actively communicating with customers and peers.
- Must be able to act with a sense of urgency and commitment
Consulting Solutions and its family of companies is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at: requests@consultingsolutions.com