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Service Desk Technician (Tier 1) at AAC

Washington, District of Columbia, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Jul, 26

Salary

0.0

Posted On

16 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITSM, Hardware Troubleshooting, Software Troubleshooting, Network Troubleshooting, Incident Management, Technical Support, Communication, Operating Systems, Machine Configuration, Networked Devices, Customer Service

Industry

Information Technology & Services

Description

Serve as the initial point of contact and resolution for IT related incidents and requests. Accept and document customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging/chat, and personal visits to the Service Desk. Interface directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicate via phone, email, and instant messaging/chat with end users and technicians. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Must have technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, email, print, web, applications, and network). Escalate ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk.

Responsibilities

Serve as the primary point of contact for IT incidents and requests across multiple communication channels. Document, troubleshoot, and resolve technical issues while escalating complex tickets to the appropriate support teams.