Carlisle SynTec
Service Desk Technician 1
Carlisle SynTec, Carlisle, Pennsylvania, United States, 17013
Job Description
In a primarily call center type environment, answer all incoming phone calls to the IT Service Desk while providing world class customer service. Troubleshoot tier 1 level IT issues, document all issues in ServiceNow ticketing system. Identify and escalate issues to appropriate tier and teams. Create tier 1 technical documentation.
Duties and Responsibilities:
Provide world class customer service in all interactionsServes as the first contact for internal company IT user support.Assists users with tier 1 hardware and software problems and questions.Keep management informed of Help Desk ticket trends.Collectively work user logged tickets in accordance with departmental guidelines.Provide desk side support for local usersBi-monthly after-hours on-call rotation (high priorities only)Required Skills/Abilities/Knowledge:
Customer Service 1st mindsetSuperior written and verbal communication skillsTop quality professionalismLogically and technically mindedPC and Mac troubleshooting skills.Problem-solving and analytical skills.Ability to follow directionAble to lift 50lbsRequirements
Education and Experience:
Experience in a Customer Service environment1 year experience in an IT position or internship; preferredFormal IT Training; preferred
In a primarily call center type environment, answer all incoming phone calls to the IT Service Desk while providing world class customer service. Troubleshoot tier 1 level IT issues, document all issues in ServiceNow ticketing system. Identify and escalate issues to appropriate tier and teams. Create tier 1 technical documentation.
Duties and Responsibilities:
Provide world class customer service in all interactionsServes as the first contact for internal company IT user support.Assists users with tier 1 hardware and software problems and questions.Keep management informed of Help Desk ticket trends.Collectively work user logged tickets in accordance with departmental guidelines.Provide desk side support for local usersBi-monthly after-hours on-call rotation (high priorities only)Required Skills/Abilities/Knowledge:
Customer Service 1st mindsetSuperior written and verbal communication skillsTop quality professionalismLogically and technically mindedPC and Mac troubleshooting skills.Problem-solving and analytical skills.Ability to follow directionAble to lift 50lbsRequirements
Education and Experience:
Experience in a Customer Service environment1 year experience in an IT position or internship; preferredFormal IT Training; preferred