WCAA Help Desk Technician – Level 1
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Job Location:
Detroit, MI - USA
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary:
The Help Desk Technician provides 24x7x365 frontline IT support serving as the initial point of contact for technology service requests. This role involves answering inbound calls creating and managing tickets performing initial triage and resolving common IT issues while adhering to defined scripts and escalation rules.
The Help Desk Technician provides 24x7x365 frontline IT support serving as the initial point of contact for technology service requests. This role involves answering inbound calls creating and managing tickets performing initial triage and resolving common IT issues while adhering to defined scripts and escalation rules.
Location:Detroit Michigan United States
Responsibilities:
- Answer inbound calls 24x7x365 and meet Speed of Answer SLAs.
- Serve as the first point of contact for all technology service requests.
- Create and manage incidents and service requests in a ticketing system.
- Perform initial triage and prioritization based on impact and urgency.
- Resolve common issues including password resets account lockouts Windows OS and Office 365 issues printer/peripheral/basic hardware issues and provide how-to user assistance.
- Use approved call scripts and knowledge base articles.
- Identify and immediately escalate critical service issues per script.
- Perform closed-loop ticketing confirming resolution with the user prior to closure.
- Maintain professional communication.
- Document all actions accurately to support SLA reporting and audits.
- Answer inbound calls 24x7x365 and meet Speed of Answer SLAs.
- Serve as the first point of contact for all technology service requests.
- Create and manage incidents and service requests in a ticketing system.
- Perform initial triage and prioritization based on impact and urgency.
- Resolve common issues including password resets account lockouts Windows OS and Office 365 issues printer/peripheral/basic hardware issues and provide how-to user assistance.
- Use approved call scripts and knowledge base articles.
- Identify and immediately escalate critical service issues per script.
- Perform closed-loop ticketing confirming resolution with the user prior to closure.
- Maintain professional communication.
- Document all actions accurately to support SLA reporting and audits.
Required Skills & Certifications:
- Experience in high-volume call center or service desk environments.
- Experience in phone-based customer support.
- Experience with ticketing systems.
- Experience working under defined scripts and escalation rules.
- Fluent English speaking.
- Experience in high-volume call center or service desk environments.
- Experience in phone-based customer support.
- Experience with ticketing systems.
- Experience working under defined scripts and escalation rules.
- Fluent English speaking.
Preferred Skills & Certifications:
- Experience with ServiceNow.
- Experience with ServiceNow.
Special Considerations:
- Must adhere to defined scripts and escalation rules.
- Must maintain professional communication.
- Must adhere to defined scripts and escalation rules.
- Must maintain professional communication.
Scheduling:
- Provides 24x7x365 support.
- Provides 24x7x365 support.
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
