What are the responsibilities and job description for the IT Service Desk Tier 1 position at TurnPoint Technology?
Company Description
TurnPoint is a boutique IT consulting firm located in Lower Queen Anne. Founded in 2000, we are an established and growing business with a solid, loyal client base. We are passionate about designing cutting-edge enterprise-grade infrastructure. Our clients consider us true partners in their growth and success.
Our employees maintain an energetic, fun, and collaborative team culture that distinguishes our firm within the IT services community.
Job Description
We are seeking an IT Service Desk Tier 1 who possesses a passion for providing quality customer service and strong communication skills. This role will provide Tier 1 technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to customers in person, over the phone, or via e-mail using IT ticketing system.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance via phone, e-mail, or in person.
- Diagnose, research and resolve tier 1 technical hardware and software issues.
- Effectively advise and assist customers on appropriate action.
- Provide accurate information on IT products and services.
- Direct unresolved issues to the next level of support personnel.
- Identify and escalate situations requiring urgent attention.
- Maintain the highest possible level of customer service.
- Work with vendors and internal stakeholders to ensure accurate, effective training content.
- Other duties as assigned.
Qualifications
Required Experience:
- Associate's degree or 1 years of helpdesk work experience, required.
- Strong customer support skills
- Excellent written and verbal communication skills
- Problem-solving ability to diagnose and resolve basic technical issues.
- Demonstrates eagerness to learn and flexible with the ability to multi-task.
- Possess attention to detail and follow-through.
- Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
- High level of professionalism and ability to maintain confidentiality.
- Must own reliable vehicle for travel within the Greater Seattle area.
- Able to lift at least 50 pounds.
- Able to work shift hours of 8:00am-5:00pm Monday- Friday
Additional Information
All your information will be kept confidential according to EEO guidelines.