It Service Desk Support Technician

About Us: Iron Grid Networks is a leading technology solutions provider, committed to delivering high-quality IT services and support to our clients. We are currently seeking a motivated and customer-focused IT Tier 1 Service Desk Technician to join our team. If you are passionate about technology and enjoy helping others with their IT issues, this role may be a perfect fit for you.

Job Description:

As an IT Tier 1 Service Desk Technician, you will be the first point of contact for our clients, providing exceptional technical support and customer service. You will assist users in resolving IT issues, troubleshooting hardware and software problems, and ensuring a seamless technology experience. This role is crucial in maintaining our clients' productivity and satisfaction.

Responsibilities:

1. Respond to incoming IT service requests and incidents via phone, email, or chat in a timely and professional manner.
2. Diagnose and resolve technical issues related to desktops, laptops, printers, software applications, and network connectivity.
3. Provide first-level support for hardware and software problems, escalating more complex issues to Tier 2 or Tier 3 support teams as necessary.
4. Maintain accurate records of all service requests and incidents in the ticketing system.
5. Educate users on basic IT concepts and best practices to minimize recurring issues.
6. Collaborate with other IT team members to share knowledge and improve service quality.
7. Follow established procedures for problem-solving and request management.
8. Assist with the installation and configuration of hardware and software.

Qualifications:

1. High school diploma or equivalent; relevant certifications or technical coursework are a plus.
2. Strong passion for technology and helping others.
3. Excellent customer service and communication skills.
4. Proficiency in Microsoft Windows and Office Suite.
5. Basic understanding of network and internet technologies.
6. Ability to work independently and as part of a team.
7. Prior experience in a helpdesk or technical support role is a plus.
8. IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are desirable but not required.