What are the responsibilities and job description for the Service Desk Technician position at Capstone, Talent Launch?
Compensation :
National MSP is seeking a Service Desk Technician Level I to provide exceptional technical support and customer service. This role is central to ensuring high satisfaction levels among our customers through first-line support services. You will tackle various challenges, from troubleshooting applications to resolving incidents and enhancing our knowledge base. This position offers a dynamic work environment where technical acumen meets customer service to support the smooth operation of our client's IT systems. Reliable transportation is required for this position. An on-call rotation may be required for this position.
Key Responsibilities :
- Provide first-line support, including desk-side, remote, and local office support services.
- Enhance and utilize the knowledge base to improve first-call resolution rates.
- Manage incidents and service requests efficiently using our ticketing system, ensuring detailed follow-up and timely resolution.
- Act as our clients' first point of contact, delivering service with courtesy and professionalism.
- Collaborate with team leads and managers to schedule and prioritize onsite client visits and service desk tasks.
Technical Duties :
Desired Qualifications and Skills :
