What are the responsibilities and job description for the Service Desk Technician - Level 1 position at Tech Tammina?
Service Desk / Help Desk Support Specialist (Level 1 Support)
We are in search of a motivated and detail-oriented Service Desk / Help Desk Support Specialist to strengthen our IT department. This role is crucial for managing user account provisioning and de-provisioning through Active Directory, as well as for tracking and resolving support tickets utilizing Jira. The ideal candidate will play a vital role in ensuring seamless access control and efficient issue resolution, thereby supporting the operational excellence of our IT services.
Key Responsibilities
- Active Directory Management : Handle the provisioning and de-provisioning of user accounts via Active Directory. Set up and manage user credentials, groups, and permissions according to organizational policies and security standards.
- Ticket Management : Utilize Jira to diligently track, categorize, and resolve incoming IT support requests. Ensure timely responses to support tickets, prioritizing them based on urgency and business impact, and escalate complex issues to senior IT staff as needed.
- Customer Service : Provide outstanding customer service to end users, offering clear, empathetic communication and quick resolution to IT issues. Maintain professionalism and patience in all interactions.
- Documentation & Reporting : Maintain accurate records of all user account changes, support tickets, and resolutions. Contribute to the development and upkeep of IT documentation, policies, and procedures.
- Continuous Improvement : Collaborate with the IT team to identify and implement process improvements, particularly in the areas of account management and ticket resolution. Share insights and feedback from support experiences to help refine IT services.
Qualifications
