IT Service Desk Technician Tier I

About the role

The Service Desk Technician I provides first-level technical support to O.C. Tanner employees by resolving routine incidents and service requests through phone, email, walk-in, chat, and self-service channels. This role works under close supervision, follows established procedures, and focuses on accurate ticket documentation, timely communication, first-contact resolution whenever possible, and a world-class customer experience.

Responsibilities

• Technical Support
• Receive and respond to support requests through phone, email, walk-in, chat, and self-service channels.
• Create, document, categorize, prioritize, and route Incident and Service Request tickets according to established procedures and service levels.
• Provide first-level technical support with a focus on resolving issues during the first contact whenever possible.
• Troubleshoot routine issues related to desktop and laptop hardware, operating systems, productivity applications, system access, network access, user settings, and common endpoint issues.
• Install, configure, and deploy IT equipment, software, peripherals, and standard workstation images.
• Escalate and assign tickets to the appropriate technical support teams or departments when issues require additional expertise.
• Maintain ownership of assigned tickets through resolution, ensuring timely updates, clear communication, and accurate closure notes.
• Provide basic support and guidance for approved AI-powered tools, including assisting users with adoption, troubleshooting common issues, and promoting effective and responsible use.
• Employee Lifecycle and Access Support
• Aid in onboarding activities including user provisioning, hardware setup, workstation preparation, and initial access validation for new employees.
• Wipe, reformat, and prepare computers for reuse or disposal in accordance with company policies and information security requirements.
• Aid in termination-related access and hardware processes to ensure system, network, and device access is removed or updated within compliance requirements.
• Maintain accurate hardware, asset, and ticket documentation related to assigned work.
• Service Management and Process Improvement
• Follow ITSM and ITIL-based practices for incident management, service request fulfillment, escalation, communication, and documentation.
• Create and maintain Service Desk knowledge base articles, support documentation, and standard procedures.
• Identify and recommend process improvements that improve customer satisfaction, ticket quality, team efficiency, and service delivery.
• Collaborate cross-functionally with infrastructure, security, applications, and other technology teams when needed.
• Security and Compliance
• Follow company information security policies and procedures.
• Understand the security implications of daily Service Desk work, including account access, hardware handling, endpoint management, and data protection.
• Protect sensitive company and employee information when handling tickets, devices, accounts, and support requests.
• Additional Responsibilities
• Participate in assigned shift coverage, on-call rotations, and other support responsibilities as needed.
• Learn and remain current on O.C. Tanner applications, systems, business processes, and Service Desk procedures.
• Perform other duties as assigned.

Qualifications

• Desired Skills and Experience
• Excellent customer service skills and the ability to support a wide range of employees, including onsite and remote users, cross-functional partners, different organizational levels, varying technical skill levels, and employees for whom English may be a second language.
• Strong written and verbal communication skills with the ability to communicate through the medium most appropriate to the situation.
• Foundational troubleshooting, problem-solving, research, and escalation skills.
• Basic understanding of Windows and macOS support; familiarity with client and server operating systems is helpful.
• Basic understanding of Microsoft Office and common productivity applications, including Outlook, Excel, Word, and PowerPoint.
• Basic understanding of PC hardware components, peripherals, imaging, configuration, and repair concepts.
• Basic understanding of mobile device troubleshooting, including iPhone, iPad, Android, and similar platforms.
• Basic understanding of network concepts, home network troubleshooting, internet browsers, and network-based file and print services.
• Familiarity with ticketing software such as Jira, or similar platforms.
• Basic understanding of ITSM and ITIL principles.
• Basic understanding of identity and access management concepts, including user and group administration.
• Awareness of information security principles and how they apply to Service Desk work.
• A process-minded approach with the ability to learn, follow, document, and improve processes for the customer and team.
• Ability to multitask and manage multiple priorities in a fast-paced support environment.
• Willingness to collaborate with infrastructure, security, applications, and other technology teams.
• Experience supporting virtual desktop technologies is preferred.
• Familiarity with AI-powered technologies, such as Microsoft Copilot, and the ability to support, educate, and guide users in the effective, responsible, and secure use of AI tools.
• Education and Qualifications
• Required:
• A high school diploma or equivalent.
• 0-1 years of relevant IT support, customer service, help desk, or related experience, or equivalent coursework/training.
• Ability to complete routine assignments while following detailed instructions, documented procedures, and established standards.
• Preferred:
• An associate degree or higher in Information Technology, Computer Science, or a related field.
• Relevant coursework, vocational training, or industry certifications.
• Certifications such as CompTIA A+, ITIL Foundation, Microsoft certifications, AWS Cloud Practitioner, or other relevant technical certifications.