Job Description
Level 1 Helpdesk Technician
What this role will entail:
Are you a perfectionist who enjoys following directions? Do you need variety and change to keep from getting bored? Do you agonize over details and making sure all your work is perfect? Do you enjoy solving problems? Are you a team player whose first question is “How can I help you?” Do you enjoy juggling multiple tasks?
Accountabilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Record notes regarding the issue and troubleshooting taken
- Create and maintain documentation
- Follow-up and update customer status and information
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