Description

You will provide first-level technical support and troubleshoot end-user issues in Norfolk, VA.

Responsibilities

• Filter incoming help desk calls and gather technical information regarding user issues.
• Perform basic troubleshooting including password resets, printer configurations, and break/fix instructions.
• Route and escalate tickets to Level 2, Level 3, or IT applications support as required.
• Resolve identified Level 2 and Level 3 issues by following existing documented configuration solutions.
• Coordinate with outside vendors for Level 4 maintenance when necessary.

Required Skills

• 2 years of hands-on experience with basic technical support and troubleshooting.
• Proficiency using TDX IT Service Management.
• Experience with OTRS Ticket System or equivalent ITSM service desk tools.
• Knowledge of printer configurations and break/fix procedures.
• Ability to manage ticket routing and escalation workflows.
• Bachelor’s Degree.

Key Skills

Education

Bachelor’s Degree