Tier I Help Desk

The Helpdesk Support – Tier 1 position filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 support. May also escalate to IT applications support or call for outside vendor maintenance, as needed. This position gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 issues where configuration solutions have already been documented. The position is also responsible for provisioning new PC’s, and decommissioning old ones.