The Help Desk Technician I duties include, but are not limited to, resolution of first contact issues received by the HelpDesk or escalation of support tickets to the appropriate Tier 2 and Tier 3 support personnel. He/She provides accurate and timely support to customers via telephone, email, internet and chat, and effectively manages the HelpDesk ticket queue following established guidelines. He/She addresses incidents and requests within predetermined service levels, requiring ability to multi-task and prioritize, while ensuring the needs of the customer are met. He/She with provide excellent customer service, collaborate successfully with peers, and represent the IT Department in a professional manner.
Knowledge, Skills and Abilities