20174, Service Desk Rep I

Role Overview

Provide initial employee support for technical inquiries received via phone, email, messaging applications, and walk-up requests. This role requires active mobility to assess problems and resolve basic support issues directly at the user’s workstation. The candidate will troubleshoot software and hardware issues on laptops, desktops, tablets, and smartphones, and log all support tickets in the tracking system. Issues that cannot be resolved quickly must be escalated to the next level immediately to avoid and/or minimize downtime.

Key Responsibilities

• Provide desk-side and remote technical support to users across departments and building locations.
• Manage assigned tasks and timely respond to, document, and process Helpdesk tickets using ITSM or other approved systems.
• Install, configure, maintain, and troubleshoot PCs, laptops, networked printers (including laser, label, and dot matrix), and related peripherals.
• Perform system imaging and related administration for PCs, laptops, scanners, and other networked devices.
• Open, update, and close incidents in ITSM or other Helpdesk applications, ensuring accurate history and resolution notes.
• Backup and restore user profiles and data in accordance with established procedures.
• Follow asset naming and labeling standards.
• Register IT assets in the asset management system.
• Participate in scheduled physical asset inventory audits as required.
• Escalate complex or unresolved issues to Service Desk Rep II or management when appropriate.
• Perform other duties as assigned by management.

Requirements & Tech Stack

• High School diploma or equivalent experience.
• Basic understanding of networking concepts and Windows operating systems.
• Strong troubleshooting and logical problem-solving skills.
• Proficiency with Microsoft Office and basic knowledge of Microsoft Exchange.
• Ability to multitask, prioritize incoming requests, and work effectively both independently and in a team environment.
• Familiarity with security solutions such as antivirus, DRM, or similar technologies (preferred).
• Strong customer service skills with the ability to communicate effectively with internal and external users (preferred).
• Excellent written communication skills, including proper grammar, spelling, and formatting (preferred).
• Prior exposure to IT support or help desk environments (preferred).

Availability

• Work Schedule: Scheduled hours may vary and are determined based on business and operational requirements within a three-shift operation.
• 24/7 Operation: Candidate must be available to provide coverage for different shifts (including nights, weekends, or holidays) from time to time as business needs dictate.
• 2nd Shift: 2:30pm to 11:30pm

Physical Requirements

• Mobility: Ability to move between departments and work areas to provide desk-side support and equipment setup.
• Equipment Handling: Ability to handle, transport, and install standard IT hardware such as computers, monitors, and printers.
• Positioning: Ability to perform job-related tasks that may require bending, reaching, or accessing areas such as under desks to connect or install equipment.