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Alert management to emerging trends in incidents. Deploy pre-packaged software using distribution tools and processes as requested by end users. Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteo...
About the Role
Overview
SUMMARY The Level I Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Responsibilities
Strategy & Planning
Acquisition & Deployment
Operational Management
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