What are the responsibilities and job description for the Level 1 Help Desk position at Focus?
This Position will be 2nd Shift Onsite Everyday in Huntsville, AL - OR - Hickory, NC
Job Summary : We are seeking a dedicated Level 1 Help Desk Technician to provide first-line technical support to our users. The ideal candidate will possess excellent problem-solving skills, effective communication abilities, and a foundational understanding of IT systems. This role involves addressing basic technical issues, assisting users with hardware and software inquiries, and ensuring a high level of customer satisfaction.
Key Responsibilities :
- User Support : Respond promptly to incoming requests via telephone, email, or in-person, assisting users with hardware, software, and network-related issues.
- Issue Identification : Diagnose and resolve basic technical problems by gathering pertinent information and utilizing provided tools and resources.
- Escalation : Recognize complex issues and escalate them to higher-level support teams when necessary, ensuring detailed documentation of the problem.
- Documentation : Maintain accurate records of user interactions, problems, and resolutions in the help desk ticketing system.
- Resource Development : Contribute to the creation and maintenance of user guides and knowledge base articles to assist users in resolving common issues.
- System Monitoring : Assist in monitoring system performance and report any irregularities or potential issues to senior IT staff.
- Customer Service : Provide exceptional customer service by maintaining a professional demeanor, actively listening to user concerns, and ensuring timely resolution of issues.
Qualifications :
Salary : $15 - $15
