Tier 1 It Service Desk Representative
The Tier 1 IT Service Desk Representative provides frontline support for end-users by diagnosing and resolving basic technical issues. Responsibilities include managing incident tickets, resolving user issues related to software, hardware, and connectivity, and escalating when necessary.
Qualifications:
- Associate's or Bachelor's degree in IT or related field
- Required Certifications:
- CompTIA A+ or Network+
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- ITIL Foundation Certification
- Technical Proficiencies:
- Basic configuration and troubleshooting of COTS software and hardware (PCs, Macs, printers, mobile devices)
- Windows, macOS, iOS, Android platforms
- TCP/IP tools and network protocol commands
- Active Directory (AD) user/account administration
- Microsoft Office 365 (ProPlus, SharePoint, Exchange Online)
- Remote access support (Cisco AnyConnect, VPN, RSA SecurID)
- Mobile Device Management (Intune, Workspace ONE, JAMF, Apple Business Manager)
- Incident, change, and knowledge management systems (BMC Helix/Remedy)
- Experience:
- Minimum 1 year supporting macOS and remote access tools
- Minimum 3 years in an IT call center or help desk environment
- Minimum 3 years AD administration experience
- Minimum 3 years supporting Microsoft Windows 10 and Office 365
- Minimum 3 years supporting iOS/Android mobile platforms
- Minimum 5 years using enterprise ITSM tools like BMC Helix or Remedy
- Additional Requirements:
- Strong communication and customer service skills are essential, as the Tier 1 IT Service Desk Representative serves as the first point of contact for technical support.
- The ability to prioritize tasks, follow documented procedures, and work both independently and collaboratively in a fast-paced environment is critical.
- May be subject to background checks or other security clearances