Service Desk Technician – Tier 1

New York, New York Location

About the role

Provide timely and accurate technical support to resolve basic customer issues for a well-known university.

Responsibilities

• Take ownership of support tickets through resolution, documenting all troubleshooting steps and issue details.
• Respond to customer inquiries via phone, email, chat, walk-ins, and callbacks while meeting service level expectations.
• Troubleshoot and resolve basic hardware, software, network, email, and connectivity issues.
• Maintain knowledge of products, services, and support policies to deliver accurate solutions.
• Utilize and contribute to the Knowledge Management system to improve support resources.
• Deliver exceptional customer service by setting clear expectations, confirming issue resolution, and ensuring customer satisfaction.
• Escalate issues to senior support teams or service owners when appropriate.
• Perform additional duties and projects as assigned.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• 0–2 years of related technical support or customer service experience.
• Strong phone and customer service skills, including experience with multi-line phone systems.
• Basic technical support experience in Windows and macOS environments.
• Knowledge of email applications, web tools, network connectivity, and troubleshooting techniques.
• Basic networking knowledge (TCP/IP, VPN, Wi-Fi, routers, switches, hubs).
• Basic hardware knowledge, including desktops, laptops, printers, servers, and wireless devices.

Preferred Qualifications

• Experience troubleshooting user ID and authentication issues.
• 1+ year of frontline Help Desk or Technical Support experience.
• Experience using IT ticketing systems.
• CompTIA A+ and/or Network+ certification.
• 1+ year of customer service experience.
• 1+ year supporting internal users in a Service Desk or Desktop Support environment.
• 1+ year supporting both Windows and macOS environments.

Skills

• Excellent verbal and written communication skills with strong active listening abilities.
• Strong customer service mindset with professionalism, empathy, and patience.
• Ability to troubleshoot and diagnose basic IT issues efficiently.
• Comfortable working independently and collaboratively in a team environment.
• Ability to prioritize tasks and thrive in a fast-paced, customer-focused setting.
• Strong attention to detail with the ability to learn new technologies quickly.
• Typing speed of approximately 35 WPM with accuracy.
• Commitment to continuously developing technical knowledge through training and self-learning.