Service Desk Tier 1 Overnight

MonFri 11pm7:30am PST

Position Overview:

We are seeking a highly motivated and customeroriented Tier 1 Service Desk Technician to join our dynamic IT support team. As a Tier 1 Service Desk Technician you will play a crucial role in providing firstlevel technical assistance to endusers ensuring timely and effective problem resolution. Your exceptional communication skills technical acumen and commitment to delivering outstanding service will be essential in delivering an exceptional support experience to our internal stakeholders.

Responsibilities:

• Answer incoming calls emails and other communication channels from endusers seeking technical assistance and support.
  
• Provide firstlevel troubleshooting and technical support to endusers for hardware software network and other ITrelated issues.
  
• Conduct system checks and diagnostics to identify and resolve technical issues in a timely manner.
  
• Utilize ServiceNow ticketing system to log track and prioritize incoming service requests and incidents.
  
• Resolve a wide range of ITrelated problems including password resets software installations printer setups and connectivity issues.
  
• Escalate complex and unresolved issues to Tier 2 support or appropriate internal teams while ensuring proper documentation of the escalation process.
  
• Maintain accurate and uptodate records of service requests incidents and resolutions in the ticketing system.
  
• Provide clear and concise instructions to endusers on technical issues and resolutions both in verbal and written communication.
  
• Collaborate with other team members to contribute to knowledge base articles and continuously improve support processes.
  
• Ensure compliance with established IT policies procedures and security protocols.
  

Qualifications:

• High school diploma or equivalent; relevant technical certifications or coursework is a plus.
  
• Previous experience in a customer service or technical support role is preferred.
  
• Proficiency in using ServiceNow or similar ticketing system is strongly preferred.
  
• Basic understanding of IT concepts including hardware software networking and operating systems.
  
• Excellent communication skills both verbal and written with the ability to explain technical concepts to nontechnical users.
  
• Strong problemsolving skills and the ability to think logically and analytically.
  
• Ability to work in a fastpaced environment and handle multiple tasks simultaneously.
  
• Strong customer service orientation with a genuine desire to assist endusers.
  
• Willingness to learn and adapt to new technologies and tools.
  

Working Environment:

• This is a contract position located onsite.
  
• The role involves working closely with other IT support team members as well as collaborating with various departments across the organization.
  

Answer incoming calls, emails, and other communication channels from end-users seeking technical assistance and support. Provide first-level troubleshooting and technical support to end-users for hardware, software, network, and other IT-related issues. Conduct system checks and diagnostics to identify and resolve technical issues in a timely manner. Utilize ServiceNow ticketing system to log, track, and prioritize incoming service requests and incidents. Resolve a wide range of IT-related problems, including password resets, software installations, printer setups, and connectivity issues. Escalate complex and unresolved issues to Tier 2 support or appropriate internal teams while ensuring proper documentation of the escalation process. Maintain accurate and up-to-date records of service requests, incidents, and resolutions in the ticketing system. Provide clear and concise instructions to end-users on technical issues and resolutions, both in verbal and written communication. Collaborate with other team members to contribute to knowledge base articles and continuously improve support processes. Ensure compliance with established IT policies, procedures, and security protocols.