Help Desk Technician Tier 1

Job Overview:

As a Help Desk Technician Tier 1 you will play a pivotal role in providing technical support and assistance to our clients staff particularly regarding their newly deployed document management system at the EPA. You will serve as the initial point of contact for all tier 1 issues offering solutions escalating when necessary and ensuring a seamless support experience. This position offers ample opportunities for professional growth and development in the dynamic field of information technology.

Key Responsibilities:

• Provide prompt and courteous firstlevel technical support to endusers via various channels including phone email and remote assistance tools.
• Diagnose and troubleshoot hardware and software issues including printers ensuring minimal downtime and disruption to operations.
• Escalate complex issues to tier 2 support teams while maintaining ownership of the case until resolution ensuring adherence to servicelevel agreements.
• Collaborate closely with other IT professionals to streamline support processes and enhance efficiency.
• Develop and maintain comprehensive documentation for support procedures knowledge base articles and troubleshooting guides to facilitate knowledge sharing and improve support efficiency.
• Assist in the onboarding process for new employees by setting up workstations configuring software and providing basic IT training as needed.

Qualifications:

• Proven experience (2 years) as a Help Desk Technician or in a similar role demonstrating a solid understanding of technical support principles and practices.
• Strong proficiency in Microsoft Windows operating systems and Office Suite applications.
• Familiarity with basic networking concepts such as TCP/IP DNS and DHCP.
• Experience with ticketing software (mention specific software if applicable) to track and manage support requests efficiently.
• Excellent problemsolving skills with the ability to think analytically and troubleshoot technical issues effectively.
• Exceptional communication skills both verbal and written with a customerfocused approach and a patient demeanor.
• Ability to work both independently and collaboratively in a fastpaced environment prioritizing tasks effectively to meet deadlines and exceed expectations.
• Relevant IT certifications (e.g. CompTIA A Microsoft Certified Desktop Support Technician) are highly desirable and demonstrate a commitment to ongoing professional development.
• Experience with records management software is a plus but not required.