Service Desk Technician Level 1

Position Summary: Under general supervision Service Desk Technicians assist computer users with hardware software and business application questions. They field telephone calls chat and e-mail messages from employees seeking guidance on technical responding to these requests Service Desk Technicians must listen carefully ask questions to diagnose the issue and then walk the customer through problem-solving steps. Most troubleshooting and support are performed using remote tools including tasks traditionally requiring hands-on work such as equipment setup.

Essential Duties and Responsibilities:

• Provide front-line technical support for TRISTARs custom-developed claims handling application including basic troubleshooting account access and issue escalation.

• Primarily use remote support tools to resolve issues including equipment setup configuration and software installation.

• Answer user inquiries regarding computer software hardware and peripheral operation to resolve problems via phone chat and e-mail.

• Diagnose and resolve technical hardware software and connectivity issues.

• Set up and configure employee equipment remotely; ensure proper installation of operating systems security tools and business software.

• Install and perform minor repairs to hardware software or peripheral equipment when necessary following company standards.

• Research solutions using available knowledge bases documentation and information resources.

• Maintain detailed records of support requests problem resolution and installation activities in the ticketing system.

• Escalate complex issues to the appropriate technical teams or application support staff.

• Identify and escalate urgent issues requiring immediate attention.

• Inform management of recurring or widespread problems and suggest improvements.

• Stay current with company systems application changes and IT updates.

• Occasionally travel to remote offices without on-site IT personnel when required.

Qualifications Required:

• Associate or Bachelors degree in Computer Science or related field preferred but not required.

• Working knowledge of fundamental operations of relevant software hardware and other equipment.

• Familiarity with remote support tools and remote equipment setup practices.

• Experience troubleshooting Windows 11 and Microsoft 365 applications (Outlook Teams Office Suite).

• Knowledge of common personal computer peripherals and handheld devices (printers scanners mobile devices).

• Excellent customer service and communication skills with the ability to explain technical concepts to non-technical users.

• Related experience and training in troubleshooting and providing help desk support.

Other Qualifications:

• Certifications in Help Desk support Microsoft or business application support are a plus.

• Experience supporting line-of-business applications or claims processing software is a plus.