Tier 1 IT Service Desk Associate+

Staff4Me is seeking a motivated and customer-focused Tier 1 IT Service Desk Associate to join our team. As a Tier 1 IT Service Desk Associate, you will be the first point of contact for our clients' IT-related issues and requests. You will provide high-quality technical support and excellent customer service to ensure the resolution of problems in a timely manner.

Responsibilities

The Tier 1 Service Desk associate is responsible for fielding agent inquiries via phone, chat, and e-mail. Triaging those issues and providing resolution or escalation based on a set standard.

• Assist users with MFA enrollment. May make outbound call to user.
• Active Directory password resets via Adaxes. May make outbound call to user.
• Assign SHG#'s to groups inside of Adaxes.
• Example: Placing SHG#'s from IT Collections into (disabled) group.
• Assign users to security group inside of Adaxes.
• Example: Folder access to O drive.
• ·Create user accounts:
• Active Directory
• Email/Citrix
• TSI
• DSSI
• Matrix
• User
• Surveyor
• Agency
• Other
• Other accounts as desired.
• ·Answer inbound calls to resolve password resets.
• Answer inbound calls to diagnose/resolve software and or hardware related user issues. Fill in ticket on user's behalf.
• Additional and/or Optional:
• Installs, modifies, and makes minor changes to computer software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity. Maintains documentation on troubleshooting completed for ongoing issues.
• Trains users on new software through a variety of tutorial channels, including self-guided training, user manuals, and digital instruction pages.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops and reviewing professional publications.
• Responds to tickets as they are triaged to ensure agents/supervisors have a transparent understanding of resolution timeline.

Requirements

• 1+ years of experience in an IT support role or a similar position.
• Strong technical knowledge and troubleshooting skills across various hardware and software systems.
• Excellent communication and customer service skills.
• Ability to handle multiple tasks and prioritize workload in a fast-paced environment.
• Experience with ticketing systems and remote support tools.
• Knowledge of operating systems (Windows, macOS, Linux), Microsoft Office Suite, and common software applications.
• Basic knowledge of networking concepts and protocols.