Service Desk Technician I

About the role

iT1 is seeking a Service Desk Technician I to join our Service Desk team. This position provides professional and excellent Service Desk Support, focusing on providing daily support to ensure Client Success and the overall uptime and performance of critical services.

Responsibilities

• Provides support via phone, e-mail and chat to employees of corporate clients
• Aids users in troubleshooting Outlook
• Supports Microsoft Operating Systems (Windows 7, Windows 10, Windows 11)
• Supports Microsoft Office Products (Word, Excel, PowerPoint, Office365)
• Supports mobile devices including configuration and email sync
• Maintains 50-60 issues per day efficiently and appropriately
• Maintains regular and punctual attendance
• Utilizes Active Directory database to reset network passwords
• Aids users in adding and changing network printers
• Provides technical support for VPN connectivity issues
• Controls user's computers utilizing remote access tools
• Troubleshoots remote access connectivity problems
• Demonstrates and actively promotes an understanding and commitment to the mission of iT1 through behaviors consistent with the organization's values
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of iT1 in order to ensure adherence in a manner that reflects honest, ethical, and professional behaviors
• Supports and conducts self in a manner consistent with client service expectations

Requirements

• 1-3 years' experience in call center or service desk environment
• Knowledge of various PC hardware and software applications including: Operating Systems: Windows 7, Windows 10, and Windows 11, Office 365 Support, User creations/terminations (tasks/requests), End-user self-service tools, Cloud support - multiple device data syncing, AutoTask or other ticketing systems, Word, Excel, PowerPoint, Office365, Outlook, Lotus Notes, etc, Internet Service Provider (ISP), Cable Modem, and Internet Support
• Effective troubleshooting and documentation skills
• Experience navigating a knowledgebase
• Proficient use of Microsoft Office applications
• IT troubleshooting
• Strong organization, time management, and prioritizing skills

Qualifications

• Completed High School Diploma/GED

Skills

• Strong technical and client interaction skills
• Self-starter with excellent organizational, administrative, and interpersonal skills
• Ability to follow through with tasks, projects, and troubleshooting with minimal supervision
• Excellent oral, written, technical, and business communication skills
• Ability to multi-task and work in fast-paced environment

Physical Demands

• Sit at a computer for 8 hours per day
• Keyboarding for 8 hours per day
• Near Vision (working with small objects or reading small print)
• Speaking (communicating information to clients / coworkers)
• Hearing Requirements (In person speech, telephone, other sounds)

Job Location

Remote

Benefits

• Insurance: Health Insurance, Vision, Dental, and Life Insurance
• Leave and Holidays: Paid Vacation, Paid Holidays
• Retirement: 401K Plan with company match (eligible after 1 year of employment)
• In-house fitness center