What are the responsibilities and job description for the Entry Level Service Desk Analyst position at TriCom Technical Services?
Job Details
We are seeking entry-level Service Desk I team members who will provide frontline technical support for internal employees across four time zones. This position requires a tech-savvy individual who can handle basic troubleshooting and operate effectively in a fast-paced environment influenced by Microsoft and Apple alumni.
Key Responsibilities & Time Allocation
- Serve as the first point of contact for internal employees, resolving issues via phone, chat, and the ticketing system. Maintain a high level of customer satisfaction.
- Resolve routine technical issues, which involves supporting basic hardware/software problems, account access issues, and device setup. Troubleshoot and restore routine technical services.
- Provide late-hour coverage and collaborate across the four time zones to ensure continuous service for internal teams. Provide shift coverage as needed.
- Identify problems that need escalation and engage resources as appropriate. Thoroughly document incidents in the incident tracking system and maintain awareness of department workflows and escalation procedures.
Qualifications
We prioritize strong customer service orientation over deep technical expertise for this entry-level role so excellent interpersonal and customer service skills are the most critical asset.
Must-Have
- Tech-savvy with basic troubleshooting skills and proficient in supporting Microsoft Windows and the Office suite (Outlook, Word, Excel, etc.).
- Must be a personable, positive, and professional and interact effectively by email, phone, video conferences, and in person.
- Ability to work late hours and collaborate across multiple time zones we cover from 7:00 a.m. to 7:00 p.m., Monday through Friday.
- Ability to prioritize and handle multiple projects and prioritize effectively.
- Strong attention to detail and organizational skills.
Nice-to-Have
- Experience in a Service Desk environment.
- Exposure to Microsoft or Apple ecosystems.
- Prior work with small-to-mid-sized internal support teams.
Education: Candidates should be a recent graduate of a related degree or certification program or some prior related work experience.
Job Details
- Six-to-twelve-month contract to hire.
- W2 Pay Rate: $20 - $25 per hour
- Location: Onsite 5 days / week in Roseville, CA.
Salary : $20 - $25
