Tier 1 IT Service Desk Specialist

Job Summary

The Tier 1 Service Desk Specialist is responsible in resolving end-user incidents related to hardware, software, and network connectivity. The role ensures timely issue resolution, proper escalation, and high-quality customer service in a 24/7 support environment.

Job Description

• Receive and manage incidents through ticketing systems, service portals, email, and phone.

• Diagnose and resolve Tier I issues involving Windows, macOS, printers, LAN/WAN, VPN, and mobile devices.

• Provide troubleshooting support for Microsoft applications and endpoint devices.

• Escalate complex incidents to Tier II or appropriate teams when necessary.

• Install, configure, and maintain computer hardware and software systems.

• Perform minor hardware repairs and equipment setup.

• Assist users with application support and system navigation.

• Perform basic systems administration tasks for end-user computing environments.

• Monitor systems and support infrastructure to ensure stability.

• Participate in system upgrades and implementations.

• Document incidents, resolutions, and troubleshooting steps accurately.

• Create and maintain Knowledge Base articles.

• Adhere to IT Asset Management (ITAM) policies and procedures.

• Meet departmental KPIs and service-level expectations.

• Collaborate with internal IT teams and stakeholders to resolve recurring issues.

• Support IS project initiatives as assigned.

• Contribute to continuous improvement and professional development plans.

Screening Criteria

• High school diploma required.

• Minimum of two (2) years of experience in IT support or service desk role.

• Experience handling Tier I troubleshooting incidents.

• Experience supporting Windows and endpoint devices.

• Experience using ticketing systems.

• Must have stable employment history.

Required Qualifications

• Knowledge in incident management and service desk processes.

• Experience supporting Windows, macOS, printers, LAN/WAN, VPN, and Microsoft applications.

• Demonstrates strong troubleshooting skills in hardware, software, and network connectivity.

• Demonstrates the ability to prioritize tickets and meet service-level agreements.

• Demonstrates the ability to work in a 24x7 or on-call support environment.

• Clear and coherent both written and verbal communication skills in English.

Desired Qualifications

• Associates Degree in Technology related field preferred.

• Experience in a hospital or healthcare related organization is a plus.

• CompTIA A+, Network+, or Security+ certification preferred.

• Microsoft M365 Fundamentals certification preferred.

• Google IT Support Professional Certificate preferred.