Tech Svc Desk - L1

This role involves providing technical support, answering moderately complex questions, and resolving incidents related to hardware, software, client, and COTS applications. Responsibilities include network and user administration, escalating complex issues, and utilizing problem-solving skills. The successful candidate will also support L1 agents with day-to-day queries, contributing to effective incident resolution.

Must Have

• Answer moderately complex technical questions
• Provide support for hardware, software, client, and COTS applications
• Perform network and user administration
• Escalate complex problems to appropriate teams
• Utilize problem-solving and analytical skills
• Support L1 agents with incident resolution
• High School Diploma or GED
• 1-2 years’ experience in area of responsibility

What success looks like in this role:

• Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests.
• Requests handled include support of hardware, software, client and COTS applications as well as network and user administration.
• Escalates complex problems to other resolver teams or vendors.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
• Supports L1 agents in ongoing day to day questions related to client incidents, requests and queries.

You will be successful in this role if you have:

• High School Diploma or GED required
• May require technical certification or Associate Degree
• Generally, 1-2years’ experience in area of responsibility