Help Desk Tier 1

This position is responsible for providing Tier 1 help desk and phone-based technical support to end users in a high-volume operational environment. The role focuses heavily on customer service, password resets, troubleshooting Microsoft-based systems, and escalating unresolved issues while maintaining strong communication, reliability, and teamwork.

Duties:

• Provide Tier 1 technical support to end users via phone for hardware, software, and system-related issues.
• Perform password resets and user account support through Active Directory and RACF.
• Troubleshoot Microsoft Windows operating systems and Office 365 issues within a network environment.
• Support users with limited technical knowledge by guiding them through troubleshooting and diagnostic procedures.
• Create, document, update, and escalate Remedy trouble tickets to Tier 2 support teams or third-party vendors as needed.
• Investigate and resolve software, hardware, and system access problems.
• Assist users with Office 365 permissions, delegation, and calendar-sharing issues.
• Research issues using internal documentation, diagnostic aids, and reference materials to identify solutions.
• Coordinate and track hardware or product repair activities with service providers.
• Maintain accurate ticket documentation and follow established quality standards and procedures.
• Deliver professional customer service and maintain strong phone etiquette throughout all interactions.
• Collaborate effectively within a team-oriented help desk environment.
• Complete assigned operational support tasks while maintaining productivity and reliability standards.
• Communicate technical information clearly to both technical and non-technical users.
• Participate in scheduled Saturday support coverage on a quarterly basis as required.

• 1+ years of experience working in an IT Service Desk and/or Call Center environment.
• 1+ years of experience using call tracking and ticketing software to document and manage support requests.
• 1+ years of experience providing technical support to users with limited knowledge of computers, hardware, software, and systems.
• 1+ years of experience performing basic Active Directory administration, including User and Security Group management.
• 1+ years of experience supporting Microsoft-based operating systems, with strong knowledge of Windows 7 and Office 365.
• 1+ years of experience troubleshooting Office 365 issues within a network environment, including permissions, calendar sharing, and delegation.
• Strong attention to detail with the ability to be resourceful and utilize supplied documentation to resolve issues.
• Excellent communication skills with a professional telephone manner and strong customer service abilities.
• Excellent organizational and multitasking skills in a fast-paced support environment.
• Self-motivated professional who takes pride in delivering high-quality customer service and technical support.

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