What are the responsibilities and job description for the IT position at Branson Internet Ventures LLC?
Job Title: IT Service Desk Technician 1
Summary:
The IT Service Desk Technician (Tier 1) is responsible for providing first-line technical support and troubleshooting assistance to end users within the organization. This role is essential in maintaining the functionality of IT systems and services, ensuring that users receive timely and effective support for hardware, software, and network issues. The technician will assist users through various communication channels, such as phone, email, and chat, and escalate more complex issues to higher-tier support when necessary.
The IT Service Desk Technician (Tier 1) is responsible for providing first-line technical support and troubleshooting assistance to end users within the organization. This role is essential in maintaining the functionality of IT systems and services, ensuring that users receive timely and effective support for hardware, software, and network issues. The technician will assist users through various communication channels, such as phone, email, and chat, and escalate more complex issues to higher-tier support when necessary.
Shift:
- Full time
- Flexible schedule.
Key Responsibilities:- Respond to inbound technical support requests via phone, email, and tickets.
- Troubleshoot and resolve basic hardware, software, and network issues for users.
- Assist users with common IT-related problems, including password resets, software installations, and connectivity issues.
- Record, document, and track support tickets in the service management system (Zendesk).
- Follow up with users to ensure issues are resolved to their satisfaction.
- Escalate unresolved or complex issues to Tier 2 or higher-level support.
- Provide support for IT equipment, including desktops, laptops, printers, mobile devices, and peripheral devices.
- Maintain and update knowledge base articles for commonly asked questions and troubleshooting tips.
- Assist with routine maintenance and monitoring of IT systems to ensure smooth operations.
- Maintain confidentiality and security of all organizational data and systems.
- Install and configure Network and security devices and infrastructure as needed.
- Travel to local sites to assist users for issues when remote options are unavailable.
Required Skills & Qualifications:
- Basic knowledge of IT systems, hardware, software, and networking.
- Strong problem-solving and troubleshooting skills.
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Customer service-oriented attitude with a focus on delivering high-quality support.
- Familiarity with ticketing systems, processes and IT service management tools.
- Ability to work in a fast-paced environment and handle multiple issues simultaneously.
- Experience with Microsoft Office 365, Windows operating systems, and basic network configurations is a plus.
Benefits:
- Employee discounts
- Health insurance
- Comps/Discounts for employees and their families to enjoy local shows and attractions!
