Job Description
Summary
The Tier 1 Helpdesk Technician serves as the first point of contact for IT support requests. This role is responsible for initial intake, triage, documentation, and routing of reported issues to the appropriate support teams. The technician ensures timely acknowledgment of requests, accurate classification, and a positive customer experience while helping maintain service level expectations.
Key Responsibilities
Act as the first point of contact for all IT support requests via ticketing system, phone, email, or portal
Perform initial triage of reported issues to gather required information and assess urgency, impact, and priority
Accurately document issues, troubleshooting steps, and relevant details in the ticketing system
Route and escalate tickets to appropriate Tier 2, Tier 3, or specialized support groups based on established procedures
Resolve basic, well-documented issues when applicable using knowledge base articles and standard operating proced...
The Tier 1 Helpdesk Technician serves as the first point of contact for IT support requests. This role is responsible for initial intake, triage, documentation, and routing of reported issues to the appropriate support teams. The technician ensures timely acknowledgment of requests, accurate classification, and a positive customer experience while helping maintain service level expectations.
Key Responsibilities
Act as the first point of contact for all IT support requests via ticketing system, phone, email, or portal
Perform initial triage of reported issues to gather required information and assess urgency, impact, and priority
Accurately document issues, troubleshooting steps, and relevant details in the ticketing system
Route and escalate tickets to appropriate Tier 2, Tier 3, or specialized support groups based on established procedures
Resolve basic, well-documented issues when applicable using knowledge base articles and standard operating proced...
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