Description

You will provide Tier 1 technical support and act as the primary point of contact for end-user assistance. You manage support requests via voice, email, and chat while working rotational shifts on a 24/7/365 schedule.

Responsibilities

• Provide first-level technical support for IT-related issues across multiple communication channels.
• Research, resolve, and document trouble tickets with clear, concise explanations.
• Determine ticket scope and escalate complex issues to appropriate departments to minimize production impact.
• Troubleshoot laptops, desktops, and peripherals using remote desktop tools.
• Maintain professional relationships with customers and team members to ensure quality service delivery.

Required Skills

• Minimum 2 years of experience in a technical support or service desk role.
• Proven ability to troubleshoot hardware (laptops, desktops, peripherals) and software issues.
• Experience using remote desktop tools for remote troubleshooting.
• Strong communication skills with the ability to manage high-volume support requests.
• Proficiency in MS FIM and Altris software deployment.
• Associate degree in information technology or equivalent related work experience.

Preferred Skills

• MCP, HDI, or A+ certifications.

Key Skills

Education

Any Graduate