What are the responsibilities and job description for the Tier I Helpdesk position at Acuative Corporation?
Purpose and Scope of Position
The Helpdesk Support – Tier 1 position filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 support. May also escalate to IT applications support or call for outside vendor maintenance, as needed. This position gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 issues where configuration solutions have already been documented. The position is also responsible for provisioning new PC’s, and decommissioning old ones.
Essential Job Duties
- Respond to Tier 1 Help Desk tickets
- Provide basic support and troubleshooting (such as: password resets, printer configurations, break/fix instructions, ticket routing and escalation to Tier 2 support when necessary)
- Escalations to IT application support or request outside vendor maintenance.
- Listening and assessing user information to determine best problem resolution.
- Provide support for Tier 2 issues when documented configuration solutions exist.
- Provisioning and decommissioning PCs
Minimum Qualifications
- High School Diploma or GED
- Strong technical knowledge of basic computer hardware and peripherals.
- Strong technical knowledge of Windows desktop operating systems.
- Strong technical knowledge of Microsoft Office.
- Highly adept at troubleshooting end user issues.
- Skilled at spyware and virus removal.
- Excellent oral and written communication skills.
- Organized, self-starter that has superior customer service skills and pays close attention to detail.
Additional Qualifications Desired
- CompTIA A certification
