Level 1 Technical Support Analyst

Job Description

The IT Service Desk Analyst provides technical support to level 1 frontline calls, tickets, and alerts.  Duties include hardware and software support for internal business users.

This position is responsible for resolving 75% of tickets on first contact while ensuring excellent customer service.

RESPONSIBILITIES: 

• Handle Level 1 inbound calls
• Basic understanding of operational procedures
• Escalate problem tickets within department guidelines when unable to resolve
• Communicate regularly with other Service Desk Analysts, Technical Analysts, Team Leaders, Data Management personnel and Hardware Vendors 
• Basic understanding of ticketing system to open / close tickets 
• Assist with Alerts and Self- Service Incidents
• Follow up on dispatched tickets

KNOWLEDGE AND SKILL REQUIRED: 

EDUCATION:   

• Some College preferred or equivalent experience
• Preferred A+, CCNA, or Net + Certifications

EXPERIENCE:  

• Minimum of 1 year customer service experience 

SKILLS AND OTHER REQUIREMENTS:

• Beginning organization skills
• Beginning oral and written communication skills
• Beginning problem solving ability
• Beginning understanding of computer concepts (PC fundamentals, Operating systems)
• Basic understanding of system software and hardware
• Must be able to work mid to late shifts and some weekends as needed