Tier One Desktop Support Consultant

About the Opportunity
This is an elevated Tier 1 Service Desk role providing predominantly phone-based support to end users. You will troubleshoot resolve document and escalate incidents ensuring excellent customer service and timely resolution. The work emphasizes critical thinking clear communication and thorough ticket documentation.

Key Responsibilities

• Handle inbound calls emails and tickets; provide first-contact resolution when possible.
• Troubleshoot basic network connectivity infrastructure and device issues (95% phone support).
• Perform basic LAN/WAN and remote desktop troubleshooting.
• Document all incidents thoroughly and escalate to Level 2/3 as needed.
• Follow established contact incident problem and request management procedures.
• Coordinate with external telecom vendors as needed for outages and field location issues.
• Provide proactive time-sensitive responses and communicate incident status/outages to users and stakeholders.

Required Qualifications

• 3 years of Tier 1 Help Desk / Service Desk experience.
• Typing: minimum 35 WPM at 95% accuracy.
• Comfortable with high-volume phone support (majority of day on calls).
• Strong customer service and communication skills.
• Experience with basic LAN/WAN network connectivity and remote desktop troubleshooting.
• Thorough ticket documentation and escalation practices.

Preferred Qualifications

• CompTIA A and Network (or equivalent knowledge).
• Experience with ITSM/ticketing tools (ServiceNow preferred).
• Experience collaborating with telecom vendors for outage/support coordination.

Work Environment

• Security/background screening may be required.
• No travel expected